Stewart Mader uses his technology, finance, and transit-agency experience to maximize mobility options that build health, economic, and climate resilience in our communities. As Customer Advocate & Chief Customer Experience Officer for NJ TRANSIT, he works at the nexus of overall policy and daily customer experience. Stewart worked as a senior executive in Silicon Valley and Wall Street, and helped establish PATH Riders Council, the customer advisory board for the subway linking New York and New Jersey. The Wall Street Journal, New York Daily News, USA Today Network, Mobility Lab, New Jersey Future’s annual policy conference and other forums have created a wide audience for Stewart‘s transit policy ideas. Stewart’s social media followers recognize his New York & New Jersey Subway Map and Transit Standards as high-value industry best practices to build an informed customer base that supports sustained, dedicated funding for safe, reliable, and efficient mobility.
“Every time I talk with Stewart Mader, I learn a new way of thinking about transportation and mobility,” says one of his clients. “He sheds old myths and looks at new realities. He quickly spots issues and works creatively to resolve them.”
Working with customers and senior leaders of the Port Authority as Chair of the PATH Riders Council from 2015-2019, I guided enhancements for PATH’s 80 million annual riders, including countdown clocks, the RidePATH app, and an updated service map in all 350 PATH train cars to show regional transit connections. I facilitated collaboration with the MTA to provide two-trip Metrocards for PATH riders to use on NYC Transit during PATH capital project service outages. In addition, I helped the Port Authority generate positive news coverage in New York and New Jersey for this innovative approach to customer experience during capital projects.
As Global Head of Digital Strategy for Fitch Ratings, I streamlined customer experience for the firm’s core credit rating service, and helped launch and grow its market intelligence business. I transitioned CFA Institute’s customer experience from print to digital, and led its campaign for financial reform, building a social media presence named #1 in finance by Association Trends. CQ Roll Call included @CFAInstitute in 100 Association Twitter Handles You Should Follow. I authored the book Wikipatterns drawing on my experience as Chief Evangelist for Atlassian, and as a digital strategy consultant to global organizations including Airbus, ICANN, SAP, Thales, and World Bank-IFC.
Earlier in my career, I led instructional design at Brown University, Emerson College, Long Island University, University of Hartford, and a NASA Space Grant-funded project to produce digital learning tools. PBS stations aired “Skysight” and “Seeing the Scientific Light”, two documentary films I wrote, directed, and edited.
My qualifications include a B.S in Chemistry, Magna Cum Laude from University of Hartford, an M.S. in Curriculum Development and Instructional Design from University at Albany, and a certificate in Jurisdictional Crisis Incident Management from Texas A&M Engineering Extension (TEEX).
Tools to Use
- Transit Standards: Tools to Make Transit as Easy as Driving
- New York & New Jersey Subway Map
- Wikipatterns: A Practical Guide to Improving Productivity and Collaboration in Your Organization
- E-ZPass: Universal Way to Pay for Transit and Tolls? – Mobility Lab, 2019
- PATH to Penn Station: Restoring an Underground Passage to Streamline Tri-State Transit – 2018
- Microtransit: How Private Residential Shuttles Can Become Hyperlocal Public Transit – 2017
- Hudson Place: A New Public Plaza at Hoboken Terminal – 2017
- NYC Subway Maps Have a Long History of Including Regional Transit – 2015
- Hoboken Terminal & Yard Plan Would Create Transit-Oriented Neighborhood for City’s Southern Edge – 2014
- Should Citi Bike Expand Across The Hudson? – 2014
- A Viable Plan for Penn Station – 2014
Investing in Customer Experience
- Building Bright Signals for the Future – New York Daily News, 2019
- Simplify Things for Customers – USA Today Network/Asbury Park Press, 2018
- A Transit Vision for the Tri-State Region – USA Today Network/NorthJersey.com, 2018
- Towers Should Help Pay for Transit – Wall Street Journal, 2016
- Transforming Customer Experience to Strengthen Public Support for Transit – 2020
- Chicago Transit’s Digital Redesign Offers Blueprint for Transforming Customer Experience – Mobility Lab, 2018
- Seamless Subway Rides Replace Shuttle Buses, Thanks to Port Authority, MTA Collaboration – Mobility Lab, 2018
- Verkehrsverbund: How Germany Standardizes Transit Customer Experience – Mobility Lab, 2018
- PATH Riders Council: Building a Model for Transit Agency & Customer Collaboration – 2017
“I want you to hear directly from me about what happened last night,” I said to NJ TRANSIT customers in the nation’s largest media market, embodying FEMA’s best practices for incident management, to explain the complex factors that contributed to a significant service disruption at New York Penn Station.
“Grazie!” I said to Renato Geremicca (right) for inviting me to keynote the international Forum Risorse Umane conference in Milan in 2015, where I shared how I transformed Fitch Ratings’ website into a continuously updated information source, and the face of the organization.
During a simulated emergency press conference at Texas A&M Engineering Extension (TEEX), I performed the role of Public Information Officer and fielded questions at 2:30.
As NJ TRANSIT’s customer advocate, I highlighted rail and light rail crews’ readiness for winter – and urged customers to ask their municipalities to clear snow from bus stops.
To gather commuters’ views on the New York & New Jersey Subway Map, I interviewed riders at the Fulton Street subway station in Manhattan.
Addressing the 11-member Board of Commissioners of the Port Authority of NY & NJ, I described key transit improvements delivered in collaboration with PATH staff during my first year as chair of the PATH Riders Council.
Speaking in New York City to the Transportation Reinvention Commission – formed by Gov. Cuomo to identify bold steps to revitalize transit in the New York-New Jersey region – I advocated a seamless regional transit map.