At a Glance
- Tasks: Prepare stations and customers for key project milestones in the Cross River Rail.
- Company: Join the innovative Cross River Rail Delivery Authority, shaping Brisbane's transport future.
- Benefits: Flexible work options, career development, salary packaging, and access to health support.
- Other info: Opportunity to work with diverse teams and contribute to city-shaping projects.
- Why this job: Make a real impact on customer experience in a transformative infrastructure project.
- Qualifications: Experience in project management, customer experience, and strong interpersonal skills.
The predicted salary is between 90000 - 110000 $ per year.
As the Senior Customer Readiness Advisor, you will help prepare stations, customers and stakeholders for key Cross River Rail project milestones. You will work to ensure customer facing infrastructure, wayfinding, signage and accessibility features are ready for use before they are introduced into the rail network. You will undertake site inspections, reviews, audits and testing activities to identify and resolve issues that could impact the customer experience. Working closely with project teams, delivery partners and operational stakeholders, you will provide practical advice and evidence to support readiness decisions and help deliver positive customer outcomes.
This opportunity is offered as a fixed term contract until September 2028 with possible extension.
Key Responsibilities
- Support the Customer Readiness Verification and Validation Program, including planning, scheduling, site assessments, assurance checks and customer testing exercises.
- Analyse testing and validation outcomes, understand risks and provide evidence-based recommendations to support customer experience and readiness outcomes.
- Maintain readiness documentation, action registers, KPI reporting and project controls.
- Champion customer and accessibility needs throughout the project lifecycle.
- Conduct site reviews and assessments to identify customer experience, wayfinding, signage and accessibility issues and work with stakeholders to resolve them.
- Facilitate meetings with diverse stakeholder groups to drive alignment, issue resolution and shared understanding of customer readiness objectives.
- Develop readiness plans, audit reports, assessments, action registers and other documentation supporting readiness activities and governance requirements.
- Build and maintain strong relationships with delivery partners, operational agencies, technical specialists and customer facing teams.
About You
- Sound understanding of project management methodologies, assurance processes and readiness frameworks.
- Good interpersonal and negotiation skills with the ability to influence outcomes without direct authority.
- Proven ability to build collaborative relationships across multidisciplinary teams.
- Demonstrated ability to anticipate customer needs, assess customer impacts and support a positive end user experience.
- Ability to review infrastructure, designs and installations for compliance with standards, contractual requirements and customer expectations.
- Experience in public transport, technology, major infrastructure or government funded projects supporting customer experience outcomes.
- Experience gathering structured evidence and providing assessments.
On Cross River Rail you will not only work with the best but become your best. 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. Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.
Senior Customer Readiness Advisor employer: Queensland Government
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