Russell L. Arnold will serve as Sound Transit's chief customer experience officer, a newly created position at the agency.
“As we serve more people throughout our region every day, it is critical that we consider the way our passengers interact with and experience our system at every stage of our projects – from the earliest plans to the moment a rider sets foot on a Sound Transit train or bus,” said Sound Transit Chief Executive Officer Peter Rogoff. “As our first Customer Experience Officer, Russ will be empowered to work across the agency to make sure we remain focused on our customers in everything we do.”
Arnold will be responsible for determining methods to improve the Sound Transit experience for customers, including considering future passengers, as the agency expands its system.
“I am excited to be joining Sound Transit at a time of unprecedented growth,” Arnold said. “As the agency grows, we will have thousands of new customers to serve. As we build new facilities, buy new vehicles and expand information options we want to plan for them to have the best experiences possible.”
Arnold brings six years of management experience at transit agencies throughout the country, Sound Transit said. He recently worked as director of marketing and communications for the San Mateo County Transit District.
Arnold is an alumnus of Franklin University, where he earned a master’s degree in marketing and communication. He also holds a bachelor’s degree in visual communications from Ohio Dominican College.