Manager, Rider Insights

Manager, Rider Insights

Salary

$101,774.40 - $165,152.00 Annually

Location

Heywood Office and Operations Facility, Minneapolis, MN

Job Type

Full-Time

Remote Employment

Flexible/Hybrid

Job Number

2026-00286

Division

Metro Transit

Department

Transit Info

Opening Date

08/04/2026

Closing Date

8/17/2026 11:59 PM Central

• Description
• Benefits
• Questions

WHO WE ARE

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metropolitan Council's Metro Transit Division is one of the countrys largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as a resource for those who carpool, vanpool, walk, or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Manager, Rider Insights is responsible for understanding customer needs and translating customer insights into actions that improve the customer experience. This position supports the agencys Customer Experience (CX) Action Plan by identifying customer pain points, prioritizing opportunities for improvement, and providing data-driven insights to inform organizational decision-making. The incumbent works cross-functionally to build partnerships across business units, ensuring customer feedback is effectively incorporated into organizational strategies, projects, and programs. The position evaluates the effectiveness of customer experience initiatives, develops and delivers regular reports on customer feedback from multiple sources, and engages executive leadership and key stakeholders to communicate customer insights, recommendations, and outcomes.

This posting will establish an eight (8) month eligibility pool for current and future opening.

What you would do in this job

1. Develop and provide end-to-end ownership of the Rider Insights program in support of CX priorities and the CX Action Plan.

• Determine and own customer feedback intake channels, ensuring consistency in data format.
• Determine technology, including AI solutions, to turn customer feedback into usable insights for the agency.
• Set data strategy and establish data pipelines to business units to ensure rider insights are available and can be used to drive decision-making.
• Establish standards for rider insights integration with CX priority development in the CX Action Plan.
• Establish standards for rider insights integration with CX priority project evaluation to inform actions of other teams.

2. Manage, mentor, and empower a team of Data Scientists and CX Planners to perform at a high level by setting clear goals and priorities and providing professional and technical growth opportunities.

• Hire, onboard, and manage a team of Data Scientists and CX Planners to support Rider Insights.
• Set goals and priorities for the CX Rider Insights team and ensure the team has the resources to effectively perform its work.
• Influence goals and priorities of Strategic Priority Teams.
• Manage the Rider Insights business unit budget by tracking expenses, updating projections, and analyzing budget variances to support the larger department budget.
• Oversee compliance with Metropolitan Council leave policies and programs (FMLA, Paid Parental Leave, Employee Sick & Safe Time, etc.).
• Implement and own professional and technical growth opportunities for staff.
• Develop and own the strategy for the Rider Insights team, ensure effective communication, and maintain an inclusive work environment.
• Influence the strategy and communications of Strategic Priority Teams.

3. Influence the design and execution of research methods (qualitative and quantitative) to identify and prioritize customer pain points.

• Influence the design and execution of random intercept surveys at stops and stations, as well as onboard buses and trains.
• Determine web-based surveys and program them into survey software utilizing advanced logic, skip patterns, and branching.
• Conduct focus groups, one-on-one interviews, ride-along research, video testimonials from customers, and other qualitative research to gain a deeper understanding of customer pain points.
• Liaison and collaborate with the Office of Performance to establish research and survey best practices, define clear roles and responsibilities, and avoid duplication of effort.

4. Build partnerships to understand business processes and current limitations and establish standards for data collection and insights that meet business unit needs.

• Liaison with stakeholders to establish clear outcomes and metrics to determine project success.
• Own integration of rider insights into business processes and decision-making.
• Model cross-functional work and collaboration across Metro Transit.
• Set clear roles and responsibilities by defining and mapping business capabilities and workflows.
• Integrate business unit requirements and needs into system and data development.

5. Build strong CX practices within the team and across the agency to develop a customer-centric mindset.

• Identify CX best practices within the Rider Insights team and help staff develop core CX capabilities.
• Influence Metro Transit teams to develop a customer-centric mindset in business processes and decision-making.
• Report and present key rider insights across the agency to demonstrate the need for and impact of CX projects.
• Own integration of rider insights within core business functions, including budgeting, hiring, and other business processes.

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of experience (in research, data analytics, information technology, project management, or a related field) and completed education (degree in Urban Planning, Marketing, Data Science, Analytics, or other related field):

• High school diploma/GED with 10 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
• Associate degree with 8 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
• Bachelors degree or higher with 6 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
• Masters degree or higher with 4 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience

What additional skills and experience would be helpful in this job (desired qualifications):

• Ability to think strategically and develop strategic planning documents
• Skills in leading and persuading others
• Skills in effective communication across a variety of channels and to a range of audiences
• Knowledge of research and data science methodologies and best practices
• Skills in performance management
• Ability to set performance measurements and metrics
• Experience promoting an equitable,

positive, and respectful work environment that values culture and diversity

among all employees.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of continuous improvement processes and principles
• Knowledge of project management practices and methodologies
• Skill in Microsoft Office Suite
• Skill in qualitative and quantitative research
• Skill in data science and data engineering practices
• Skill in leadership practices and team building
• Skill in written and verbal communication
• Skill in managing a diverse team
• Ability to lead research projects
• Ability to effectively manage a team of Data Scientists
• Ability to work effectively in a team environment and promote collaboration
• Ability to effectively make decisions and lead people
• Ability to coach and evaluate staff performance
• Ability to communicate effectively across a wide variety of audiences

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us!

Additional information

Union/Grade: Transit Managers and Supervisors Association (TMSA) / Grade J

FLSA Status: Exempt

Safety Sensitive: No

Work Environment: Work is performed in a standard office setting. May require travel between primary work site and other sites.

The responsibilities listed are typical of the positions included in the job classification; however, not all duties are necessarily performed by each specific position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position. Regular attendance is an essential responsibility. This position is eligible for hybrid flexibility.

What steps the recruitment process involves:

• We review your minimum qualifications.
• We rate your education and experience.
• We conduct a structured panel interview.
• We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job youre applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

PD/TCC postings that require fingerprinting:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. All applicants background checks and fingerprints must be cleared by the Bureau of Criminal Apprehension in order to be a user of their CJIS system. Failure to be cleared by BCA will automatically nullify any job offer extended. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job youre applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. All applicants background checks and fingerprints must be cleared by the Bureau of Criminal Apprehension in order to be a user of their CJIS system. Failure to be cleared by BCA will automatically nullify any job offer extended. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.

We believe our employees are a key to our agencys success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund
• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan
• Two or more medical plans from which to choose, with employer contribution towards premiums over 80%
• Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

• Well@Work clinic
• bus/rail pass valued at over $1200 per year
• parking at many job locations
• fitness centers at many job locations
• Employee Assistance Program
• extensive health and wellness programs and resources

01

Applicant Instructions: It is important that your application shows all relevant education and experience you possess. The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely. The experience you indicate in your responses should also be consistent with the Work History section of this application. Resumes will not be accepted for this recruitment. I have read and understand the above instructions regarding my application and supplemental questions.

• Yes
• No

02

How did you first hear about this job opening?

• CareerForce Center
• Community Event/Organization
• Employee Referral
• Facebook
• Glassdoor
• Indeed
• Job Fair
• LinkedIn
• Metro Transit Bus Advertisement
• X (formerly known as Twitter)
• Website: governmentjobs.com
• Website: metrocouncil.org
• Website: metrotransit.org
• Website: minnesotajobnetwork.com
• Other

03

If you selected Other, please describe where you first heard about this job. if you selected Employee Referral please enter the employees first and last name, ID number (if known), and job title. Type N/A if not applicable.

04

Which of the following combinations of experience (in research, data analytics, information technology, project management, or a related field) and completed education (degree in Urban Planning, Marketing, Data Science, Analytics, or other related field) do you have?

• High school diploma/GED with 10 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
• Associate degree with 8 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
• Bachelors degree or higher with 6 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
• Masters degree or higher with 4 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
• None of the above

05

If you answered that you have a degree in Question 4, what area of study is your degree in?

06

Describe a time you utilized research and data to develop or inform a strategic priority or strategic plan. If you do not have that experience, please type "N/A".

07

Please share your experience developing or leading a customer insights, customer experience (CX), or research project. If you do not have that experience, please type "N/A".

08

Describe your experience designing and implementing qualitative and quantitative research methods, such as surveys, focus groups, interviews, or observational research. If you do not have that experience, please type "N/A".

09

Please share your experience using data analytics, business intelligence tools, AI solutions, or other technologies to identify trends and support organizational decision-making. If you do not have that experience, please type "N/A".

10

Describe your experience developing priorities and measuring results for a team you have led. List the tools and tactics you commonly employ. If you do not have that experience, please type "N/A".

11

Please share how you have promoted an equitable, positive, respectful work environment that values diversity among all employees. If you do not have this experience, please type "N/A."

12

The Metropolitan Council recognizes that Artificial Intelligence (AI) and generative tools are increasingly used in application processes. While the Council permits the use of AI to assist in the preparation of application materials, all applicants must certify the following statement:

• I affirm that all information provided in my application including any uploaded documentation is true and accurate. I further affirm that I have personally reviewed, verified, and approved all content, including any content generated with the assistance of AI. I will provide all interview responses directly and in real-time without unauthorized assistance. I will not use AI avatars, external assistance in answering including computer-generated suggestions, or any recording and transcription tools during the interview process unless I have received prior approval from Human Resources for a disability-related reasonable accommodation.

Required Question

Employer Metropolitan Council

Address 390 Robert St. N.

St. Paul, Minnesota, 55101

Website https://metrocouncil.org