Aaron Weinstein is America’s foremost thought leader in the rapidly growing transit customer experience (CX) movement. Over a three-decade career, he has helped agencies systematically elevate customer voices and remedy pain points riders experience. His impact earned him recognition by Constellation Research as one of 2024’s “Top 100 Global Trailblazers Leading the Evolution of Employee and Customer Experience.”

As LA Metro’s first Executive Officer for Customer Experience, Aaron built a CX program that included comprehensive CX surveys, CX Journey Maps, CX Action Plans, CX KPIs, and User Experience (UX) prototyping to improve product design. He also introduced a CX lens into hiring, training, coaching, and employee recognition. His CX Action Plans included over 50 CX initiatives and secured more than $200 million in investment to transform the rider experience - including a major cleaning surge and a program to deploy over 300 ambassadors on the system. These efforts helped raise customer satisfaction from below 60% in 2022 to nearly 90% by 2025.

Prior to his work at LA Metro, Aaron led BART’s $3 billion “Fleet of the Future” design process, incorporating feedback from more than 40,000 riders and earning rave reviews. In addition, Aaron brought customer voices into the design of ticket machines, websites, and apps. As BART’s Chief Marketing Officer, Aaron also led hundreds of customer research projects and developed innovative marketing programs like BARTable.

Today, as Founder and CEO of Transit CX, a California-certified Small Business Enterprise (SBE), Aaron helps agencies navigate a rapidly evolving CX landscape. This coincides with dramatic growth in transit customer experience programs from just a handful prior to the pandemic to now over 70 agencies across North America. Transit CX leverages best practices across the industry to create or refresh customer experience programs to build ridership and community support.

Transit CX has assisted more than a dozen agencies, partnering with leadership teams to define goals and shape CX programs. Transit CX also provides CX organizational assessments, statistically sound research methods, coaching, and skill development. And Transit CX provides in-depth analysis of service, safety, cleanliness, passenger information, ambassador programs, and fare payment. Aaron is especially skilled at frontline engagement, having negotiated customer service partnerships with union leaders and created APTA recognition programs for bus drivers and call center staff.

Finally, Aaron is an active blogger on CX issues at TransitCX.org, where he offers free resources to transit CX professionals. He also founded (and co-chairs) the APTA CX Forum, a network of more than 250 transit CX practitioners.