Stewart Mader is transforming transit customer experience. He serves as NJ TRANSIT’s first Chief Customer Experience Officer & Customer Advocate, and he previously worked with the Port Authority of NY & NJ to establish the PATH Riders Council. Mader created the comprehensive New York & New Jersey Subway Map, and built Transit Standards, a collection of best practices to streamline customer experience. His writing on transit appears in the New York Daily News, North Jersey Record, and Mobility Lab, a research center on transportation policy.
PATH Riders Council: Customer Advisory Board for NY & NJ Subway
Transit Standards: Tools to Make Transit as Easy as Driving
New York & New Jersey Subway Map: Seamless Transit for a Megaregion
- E-ZPass: Universal Way to Pay for Transit and Tolls? – Mobility Lab
- Building Bright Signals for the Future – New York Daily News
- Simplify Things for Customers – Asbury Park Press
- A Transit Vision for the Tri-State Region – North Jersey
- Chicago Transit’s Digital Redesign Offers Blueprint for Transforming Customer Experience – Mobility Lab
- Seamless Subway Rides Replace Shuttle Buses, Thanks to Port Authority, MTA Collaboration – Mobility Lab
- Verkehrsverbund: How Germany Standardizes Transit Customer Experience – Mobility Lab
Stewart Mader: Transforming Transit Customer Experience
Stewart Mader is transforming transit customer experience. He serves as NJ TRANSIT’s first Chief Customer Experience Officer & Customer Advocate. He worked with Port Authority of NY & NJ leadership to establish the PATH Riders Council advisory board, created the comprehensive New York & New Jersey Subway Map, and built Transit Standards, a collection of best practices to streamline customer experience. His writing on transit appears in the New York Daily News, North Jersey Record, and Mobility Lab, a research center on transportation policy.
Working with customers and senior leaders of the Port Authority, Stewart guided enhancements for PATH’s 80 million annual riders, including countdown clocks, the RidePATH app, and an updated service map that shows regional transit connections in all 350 PATH train cars. Stewart facilitated collaboration with the MTA to provide two-trip Metrocards for PATH riders to use on NYC Transit during PATH’s capital project service outages. Chairing the PATH Riders Council, Stewart helped the Port Authority generate positive news coverage in New York and New Jersey during those capital projects.
Stewart previously served as Global Head of Digital Strategy for Fitch Ratings, where he streamlined customer experience throughout the firm’s credit rating and market intelligence businesses. He led CFA Institute’s digital customer experience and 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. Stewart authored the book Wikipatterns drawing on his 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 his career, Stewart led instructional design at Brown University, Emerson College, Long Island University, and University of Hartford. He led a NASA Space Grant-funded project to produce digital learning tools, including two documentary films that have aired on PBS stations and are in active use in high school and college classrooms. He earned a B.S in Chemistry, Magna Cum Laude from University of Hartford, and an M.S. in Curriculum Development and Instructional Design from University at Albany.