In view of the increasingly fierce competition between ports for goods sources and users，the more intense homogenization competition，and the customer-centered service demand，we carry out a study on the coal terminal production operation system based on customer experience driven. By using the business digital portrait of customers journey in the port，we establish the production management and control system architecture based on the users’ demand and real-time industrial big data，the production planning and scheduling prediction based on users’ demand，and the real-time job perception，operation and tracking of customer service. Through the practical application in the port，the relationship between the port and customers is reconstructed，and the customer interaction mode and frequency are changed，so as to return to the road of “creating value for customers” and improve customer loyalty. It plays an important role in improving the production and management level of China’s coal terminals，enhancing regional comprehensive competitiveness and serving the export-oriented economy.