Looking back at her time at York, Taylor Graves (BES ’15) recalls the experience she gained as a student that provided a strong connection to the university. Today, as a manager of Customer Experience at Metrolinx, she delivers a similarly enriching experience to positively influence public transportation ridership.
What was your experience at EUC like when you were a student?
When I was a student, I was very involved with Founders College, which offered a comforting "home away from home" atmosphere. Founders was always my space to go to, and the college lounge served as a space for relaxation, work, and socializing, facilitating numerous interactions and friendships through many events and intramural sports. This balance between academic pursuits and social engagement was complemented by a vibrant community life, with frequently involved events and sports activities fostering a sense of belonging and connection.
Is there something you wish you would have known before you started University?
I wish I knew that it’s not a race. I came to York thinking about the other side and my career but when I reflect on my experiences, I think about all the people I’ve met, the friends I made, the things I did and how I learned about myself as a person before I took my first steps into adulthood. I wish I had paused to enjoy this experience more before I got into the real world. My time at York helped shape me to be who I am today and I had the best experiences through the friends I made and still keep in touch with today.
Can you talk a little bit about your job?
Essentially, my focus lies in Customer Experience (CX), which often gets interpreted into customer service, but it is not. In my role, I delve into both the current and future state transit customer experience, applying my team’s work and expertise to inform everything from the day-to-day operations to the infrastructure being developed, such as standards for design. I support my team in analyzing data and research to inform the organization on where to focus from a customer-centric lens to drive ridership, revenue and customer satisfaction. My transition into the workforce entailed challenges, particularly in integrating my passion for sustainability into human-centered design and transportation infrastructure, but it's been a rewarding journey of learning and adaptation.
My time at York helped shape me to be who I am today and I had the best experiences through the friends I made and still keep in touch with today.
Taylor Graves (BES ’15)
What’s the most fulfilling thing about your job? The most challenging?
The most fulfilling aspect of my job is witnessing the tangible impact of the work I've contributed to within the Greater Golden Horseshoe (GGH). Whether it's through operational changes or infrastructure improvements, seeing these initiatives come to life and positively influence people's decision to use public transit is incredibly rewarding. However, the most challenging aspect lies in navigating the complexities of getting stakeholders to prioritize customer-centric decisions, especially when they may not always align with existing practices or budget constraints. Despite the progress my team has made, there's still much more to be done, given the extensive scale of the transportation infrastructure. Quantifying the impact of customer experience in terms of return on investment remains a significant challenge in this context.
Is there any advice you would give to students and new grads?
Explore various career paths available to you and pursue opportunities for experience. Embrace curiosity and don't be afraid to step outside your comfort zone. I began at the front lines and tried new roles to discover what I enjoyed.
During your university years, there's an abundance to learn and do. Take the time to slow down, savour the experience, and absorb all you can, as this period offers invaluable opportunities for self-discovery and learning about the world around you.