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Kirsten Watson

Title: Chief Customer Officer; Acting Deputy Chief Executive Officer, Toronto Transit Commission
NACTO Title: Speaker, Designing Cities Conference
Kirsten Watson

Kirsten Watson is the Chief Customer Officer and acting Deputy Chief Executive Officer at the Toronto Transit Commission. Kirsten and her team ensure the customer is the focus of TTC strategy and planning. Her team consists of Customer Development, Service Planning, Customer Service and the Farecard project. The group lead the development of the new five year Corporate Plan, Ridership Growth Strategy and the upcoming implementation of significant capacity improvements for both the bus and subway service.

Kirsten has held a variety of positions across the TTC. She joined the TTC in 2000 as Director of Employee Relations and later became Senior Director of Human Resources. She gained invaluable operations and service delivery experience, through a secondment to the position of Superintendent of Bloor-Danforth Subway. In 2010, Kirsten left the TTC and joined the Ontario Ministry of Labour where she was Deputy Director of Dispute Resolution Services and later Acting Director of Dispute Resolution Services. Kirsten returned to the TTC in 2013 to service delivery. She has held the positions of Senior Manager of Wheel Trans, Head of Bus Transportation and Deputy Chief Service Officer. Kirsten holds a Bachelor of Arts (Honours) from the University of Toronto and a Bachelor of Laws from the University of Windsor.