New Jersey Transit (NJ Transit) has appointed Franck Beaumin as its new customer advocate, a role designed to enhance the agency’s responsiveness to the needs of its riders. With a wealth of international experience in mass transit, Beaumin is poised to bring fresh perspectives and innovative solutions to NJ Transit.
Beaumin’s background is marked by significant contributions to various transit systems around the globe. His career began in Bangladesh, where he worked on a $500 million bus rapid transit (BRT) project. As a consultant, he led a team of 15 professionals in developing a comprehensive operational plan for the network, showcasing his ability to manage complex projects and coordinate diverse teams.
After his successful stint in Bangladesh, Beaumin transitioned to Paris, France, where he joined Keolis, a prominent transit operator. In his roles as customer service project manager and customer experience manager, he was instrumental in launching a variety of client communication initiatives. His efforts included developing user-friendly websites and passenger information platforms, as well as overseeing the implementation of digital customer information screens. This experience equipped him with valuable insights into enhancing user experience through effective communication strategies.
In pursuit of further opportunities, Beaumin relocated to the United States, continuing his career with Keolis at the Massachusetts Bay Transportation Authority (MBTA) in Boston. Most recently, he served as the passenger communications manager, where he led a team of 30 professionals. His responsibilities included delivering real-time information to customers via alerts and social media, as well as evaluating the performance of the customer service department. Beaumin’s commitment to customer satisfaction is evident in his success in reducing the average resolution time for customer feedback to less than five business days.
Beaumin’s educational background is equally impressive. He was born and raised in France, where he earned a law degree with a focus on public law. He furthered his studies at the Institute of Political Science in Rennes, concentrating on urban networks in developing countries and planning policies, culminating in two master’s degrees. This academic foundation has undoubtedly shaped his approach to transit management and customer advocacy.
Shanti Narra, a member of the NJ Transit Board of Directors, expressed enthusiasm for Beaumin’s appointment, stating, “We are excited to welcome Franck Beaumin as the new customer advocate. Franck brings a unique and customer-focused perspective with his transit background in Europe as well as in Boston. We look forward to how he’ll apply that experience in the interest of our customers here in New Jersey.” This sentiment reflects the agency’s commitment to enhancing customer service and improving the overall transit experience for riders.
As the customer advocate, Beaumin will be tasked with understanding and addressing the needs of NJ Transit customers, ensuring that their voices are heard and their concerns are prioritized. His extensive experience in various transit environments positions him well to identify areas for improvement and implement strategies that enhance service delivery.
Beaumin’s appointment comes at a time when NJ Transit is focusing on modernizing its services and improving customer satisfaction. With the challenges posed by increasing ridership demands and the need for efficient transit solutions, the agency is looking to leverage Beaumin’s expertise to foster a more responsive and customer-centric approach.
In his new role, Beaumin will likely engage with a variety of stakeholders, including riders, transit officials, and community organizations, to gather feedback and insights that will inform NJ Transit’s policies and initiatives. His international perspective may also inspire innovative practices that can be adapted to the unique context of New Jersey’s transit system.
Overall, Franck Beaumin’s appointment as customer advocate for NJ Transit marks a significant step towards enhancing the agency’s commitment to its riders. His diverse experience and customer-focused mindset are expected to play a crucial role in shaping the future of transit services in New Jersey.
