NJ TRANSIT BOARD ANNOUNCES CUSTOMER ADVOCATE
Franck Beaumin Brings International Perspective To Customer Experience with Mass Transit Background in Europe; Most Recently Overseeing Customer Communications at Boston’s Commuter Rail System
October 10, 2024
NEWARK, NJ – The NJ TRANSIT Board of Directors has announced Franck Beaumin as the agency’s Customer Advocate. Beaumin brings an international background in mass transit to New Jersey. His experience covers a broad spectrum from bus rapid transit (BRT) in Bangladesh; to customer experience at a major transit operator in Paris, France; to overseeing customer communications with Keolis Commuter Services, which operates the MBTA’s 14 commuter rail lines serving the Greater Boston region and Rhode Island.
“I am thrilled that Franck Beaumin is bringing his global expertise to New Jersey,” NJDOT Commissioner and NJ TRANSIT Board Chair Fran O’Connor said. “This is an important role and Franck will be an asset in advocating for our customers.”
“We are excited to welcome Franck Beaumin as the new Customer Advocate,” said NJ TRANSIT Board of Directors member Shanti Narra. “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.”
“I am honored to become the new Customer Advocate for NJ TRANSIT,” said Customer Advocate Franck Beaumin. “I am looking forward to engaging with our customers and working with the operational teams on every mode to improve the passenger experience at every step of the journey.”
Beaumin was born and raised in France where he pursued higher education in law, earning a license degree in Public Law before continuing his studies at the Institute of Political Science in Rennes, France. There he focused on Urban Networks in Developing Countries and Planning Policies, graduating with two master’s degrees.
Following his higher education, Beaumin worked as a consultant on a $500 million-dollar BRT project in Bangladesh. On this project, he coordinated a 15-member team to develop a network operational plan. Beaumin moved on to transit operator Keolis in Paris where, as a Customer Service Project Manager and Customer Experience Manager, he launched client communication, website and passenger information platforms as well as oversaw the selection of customer information digital screens and customer communications.
Beaumin came to the U.S. to continue his work with Keolis at the MBTA in Boston where he most recently served as a Passenger Communications Manager. In this role he led a 30-member team providing real-time information to customers through subscriber alerts and social media posts. Beaumin also monitored and evaluated the performance of the Customer Service Department and improved the investigation process to resolve customer feedback in less than five business days on average.
About NJ TRANSIT
NJ TRANSIT is the nation's largest statewide public transportation system providing more than 925,000 weekday trips on 263 bus routes, three light rail lines, 12 commuter rail lines and through Access Link paratransit service. It is the third largest transit system in the country with 166 rail stations, 62 light rail stations and more than 19,000 bus stops linking major points in New Jersey, New York and Philadelphia.