Barbara Moulton, MS, ACC in

Barbara Moulton, MS, ACC

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Vice President, CXE & Strategic Initiatives at Washington Metropolitan Area Transit Authority (WMATA)
📍 Greater Boston, United States

Barbara Moulton is the Vice President of Customer Experience at WMATA, leveraging a career dedicated to enhancing customer satisfaction in public transit. With a background from Boston University and certifications as an Associate Certified Coach and Project Management Professional, she leads strategic initiatives to improve service delivery and organizational culture.

Barbara is passionate about fostering a customer-centric mindset among employees and believes making an emotional connection is essential to success. Her work includes hosting internal podcasts on employee wellness and spearheading programs to empower frontline staff, reflecting a deep commitment to both customer and employee well-being.

She has led major transformation projects, including a call center consolidation designed to save over $8 million while improving the customer experience.

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Experience
35 Years
Current Role
Vice President, CXE & Strategic Initiatives
Job Level
Senior
Location
Greater Boston, United States
Personality Overview

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Communication Style
Decision Approach
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Priorities

Topics Barbara cares about

Customer Experience (CX)
Her entire career at WMATA and MBTA has focused on leading customer care initiatives, with a recent project transforming Metro's call center operations to enhance the customer journey.
Team Leadership
A certified coach (ACC), she focuses on employee training, engagement, and developing a customer-focused culture from the ground up. People who have worked with her describe her as a "great leader".
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Career

Work history

12-2023
Vice President, CXE & Strategic Initiatives
Washington Metropolitan Area Transit Authority (WMATA)
10-2016 - 12-2023
Senior Director of Customer Care
Washington Metropolitan Area Transit Authority (WMATA)
4-2014 - 10-2016
Director, Office of Customer Care
Washington Metropolitan Area Transit Authority
3-1990 - 4-2014
Assistant General Manager for Customer Communications and Marketing
Massachusetts Bay Transportation Authority
In the press

Media appearances

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Education
10-2022 - 5-2023
Certificate in
Georgetown University
BSBA
Questrom School of Business, Boston University
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

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