Description:
Lead a multi-agency program ensuring a seamless customer experience as Cross River Rail is delivered. Work with Queensland Rail, Transport and Main Roads, and Brisbane City Council to develop and implement customer focused initiatives, influence transport planning, and drive behaviour change initiatives. Your expertise in customer experience and operational readiness planning will support the successful integration of Cross River Rail into SEQ’s transport network. This is a Parental leave contract, we welcome applications from current QLD Government employees interested in secondment opportunities .
Job details
Position status Fixed Term Temporary Position type Flexible full-time Occupational group Marketing, PR & Communication Classification Var. Workplace Location Brisbane Inner City Job ad reference QLD/CRPM25C Closing date 17-May-2025 Job duration Parental Leave until May 2026 Contact person Cross River Rail Careers Team Contact details careers@crrda.org.auAccess the National Relay Service
Cross River Rail will transform the way we travel to, from and through Brisbane in the future. It will be a catalyst for 10 years of wider rail transformation across the whole of South East Queensland and it is already playing a key role in how we prepare for the 2032 Olympic and Paralympic Games.
Cross River Rail is a new 10.2km rail line including 5.9km of twin tunnels running under the Brisbane River and CBD. It includes the delivery of four new underground stations, two new above-ground stations, accessibility rebuilds for six stations, the construction of three new stations on the Gold Coast, and the introduction of a new world-class ‘ETCS' signalling system.
This is a once in a lifetime opportunity to work on one of Australia's largest infrastructure projects and to be a part of something that will leave a lasting legacy for generations to come.
About the Role
As Customer Readiness Program 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 focused inititives 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.
The successful applicant will be working from our modern corporate office conveniently located in the heart of Brisbane's CBD. This opportunity is a parental leave contract expect to last until late April/ early May 2026. Current QLD Government employees who may be interested in secondment are encouraged to apply.
Key Responsibilities:
- Oversee the planning, execution, and evaluation of Cross River Rail's Customer Readiness Program.
- Lead a multi-agency Customer Readiness Program Coordination Working Group, ensuring robust governance and decision-making processes.
- Develop and implement customer journey mapping and behaviour change initiatives.
- Maintain program schedules, risk management, governance and reporting to track progress of the program.
- Assess technical transport planning documents and identify solutions to enhance passenger experiences.
- Engage with senior stakeholders to influence planning and operations for optimal customer outcomes.
- Lead and mentor the Customer Readiness Advisor.
About You:
- Experience in managing broad scale behaviour change or customer experience programs for transport projects.
- Multi-agency program management skills with ability to monitor and track governance/project deliverables, establish controls and provide reporting.
- Strong stakeholder engagement and communication skills, with the ability to present complex information effectively.
- Demonstrated leadership in managing teams and working groups in a collaborative environment.
- Proven ability to set research programs, utilise insights to drive customer-focused outcomes and build understanding of customer perspectives.
Why work with CRRDA?
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.
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.
At Cross River Rail we are an equal opportunity employer and strive to build balanced teams from all walks of life.
How To Apply
Please submit your Resume by clicking on the apply link before the closing date of 3rd April 2025.
Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .