Stewart Mader is transforming transit customer experience 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.

PATH Riders Council: Customer Advisory Board for NY & NJ Subway

PATH Riders Council: Customer Collaboration to Enhance Transit Experience

New York Daily News: Building Bright Signals for the Future

MTA, Port Authority build bright signals for the future of transit in New York & New Jersey

North Jersey Record: A Transit Vision for the Tri-State Region

Customer experience is a major factor in consumer decision-making that can rebuild trust in transit.

Mobility Lab: E-ZPass: Universal Way to Pay for Transit and Tolls?

E-ZPass: Universal Way to Pay for Transit and Tolls?

Transit Standards: Tools to Make Transit as Easy as Driving

Transit Standards: Branding, Digital Strategy & Graphic Standards for Public Transportation

New York & New Jersey Subway Map: Seamless Transit for a Megaregion

New York & New Jersey Subway Map

Stewart Mader: Transforming Transit Customer Experience

Stewart Mader is transforming transit customer experience 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.