Customer Readiness Manager
Cross River Rail
program management
risk management
journey mapping
governance
stakeholder engagement
behaviour change
As Customer Readiness Manager, you will be responsible for ensuring a seamless customer experience as the Cross River Rail project is delivered. This role is responsible for leading a multi-agency program focused on customer readiness, ensuring passengers can easily navigate changes to the transport network and new infrastructure as it becomes operational.
Working closely with Queensland Rail, Transport and Main Roads, Brisbane City Council, and other key stakeholders, you will develop and implement customer journey strategies that anticipate passenger needs and influence transport planning decisions. Your expertise in behaviour change, customer experience, and operational readiness will be instrumental in delivering effective initiatives that support the successful integration of Cross River Rail into South East Queensland’s transport network.
- Oversee the planning, execution, and evaluation of Cross River Rail’s customer readiness program.
- Assess technical transport planning documents and identify solutions to enhance passenger experiences.
- Lead and mentor the Customer Readiness Advisor.
- Lead a multi-agency Customer Readiness Working Group, ensuring robust governance and decision-making processes.
- Drive continuous improvement and innovation in customer experience
- Maintain program schedules, risk management, governance and reporting to track progress.
- Engage with senior stakeholders to influence planning and operations for optimal customer outcomes.
- Develop and implement customer journey mapping and behaviour change initiatives.
research
leadership
program management
behaviour change
stakeholder engagement
communication
- Proven ability to set research programs, utilise insights to drive customer-focused outcomes and build understanding of customer perspectives.
- Demonstrated leadership in managing teams and working groups in a collaborative environment.
- Multi-agency program management skills with ability to monitor and track governance/project deliverables, establish controls and provide reporting.
- Experience in managing broad scale behaviour change or customer experience programs for transport projects.
- Strong stakeholder engagement and communication skills, with the ability to present complex information effectively.
Cross River Rail Delivery Authority (CRRDA)…Your chance to work with the best!
On Cross River Rail you will not only work with the best but become your best. And as we enter a new phase of delivery, our project offers a rare career opportunity for top tier professionals to have played their part on something that is genuinely city shaping and transformative.
Once complete, it will provide trains with a much-needed alternative rail path through the core of the current SEQ Rail network, unlocking a bottleneck and allowing more trains to run more often across the whole of South East Queensland.
Our people are supported with flexible work options, career development through the Australian Institute of Management, salary packaging and access to world class employee assistance provider Telus Health.
The successful applicant will be working from our modern corporate office conveniently located in the heart of Brisbane’s CBD. This opportunity is offered as a two year contract with possible extension.
- Legacy Transport Project
- Corporate CBD Office / Flexible work options
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This initiative will offer an estimated 100,000 additional seats each day, helping to alleviate strain on existing transport networks.
- A transformational infrastructure project designed to ease congestion in Brisbane's transport network.
- Creates a new underground rail line connecting key areas of Brisbane, improving access to the city’s heart.
- Includes new underground stations, expanding the rail network to support future growth and urban development.
- Aims to support Queensland's economy by enabling efficient and sustainable commuter travel.
- A key component of the Queensland Government's broader transport vision, incorporating modern technologies and urban regeneration.
- Designed to improve connectivity, reducing travel times and enhancing the urban landscape.
- Safety First: We prioritise safety for everyone, every day, in everything we do.
- Collaboration: We work as one team to deliver the best outcomes for the community.
- Integrity: We do what we say we will do and are accountable for our actions.
- Innovation: We embrace new ideas, technologies and ways of working.
- Excellence: We strive to deliver high-quality work and continuously improve.
2050 Target
Net Zero Emissions
The goal is to achieve zero net emissions by the year 2050, ensuring all greenhouse gas emissions are balanced by carbon sinks or reductions.
- Sustainable design principles are embedded in the project, including energy-efficient and eco-friendly infrastructure.
- Focus on minimising environmental impact during construction and operations.
- Implementation of green building standards and environmental management plans.
- Use of low-emission construction equipment and materials to reduce carbon footprint.
50% Female Representation
Gender Equity Target
Aim for diverse representation in all roles by 2025.
- Active programs to encourage women in construction and engineering roles.
- Partnerships with organisations to support indigenous employment and community engagement.
- Commitment to equal opportunities in recruitment and career advancement.
