Customer Readiness Lead - Accessibility & Experience

Queensland Government; Brisbane; On-site; AUD 95,000 - 130,000; Full time

Job summary

Cross River Rail Delivery Authority is seeking a Senior Customer Readiness Advisor to help prepare stations, customers and stakeholders for milestones. You will ensure wayfinding, signage and accessibility features are ready before integration into the rail network.

Responsibilities include site inspections, testing, and evidence-based readiness decisions, working with project teams and delivery partners to deliver positive customer outcomes.

Qualifications

• Project management methodologies, assurance processes and readiness frameworks are essential.
• Strong interpersonal and negotiation skills to influence outcomes.
• Ability to build collaborative relationships across multidisciplinary teams.
• Ability to anticipate customer needs and support a positive end user experience.
• Ability to review infrastructure, designs and installations for compliance with standards and contracts.
• Experience in public transport, technology, major infrastructure or government funded projects.
• Experience gathering structured evidence and providing assessments.

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

Skills

Project management

Assurance processes

Readiness frameworks

Negotiation

Collaboration

Customer needs

Infrastructure compliance

Public transport

Evidence gathering

Job description

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.

Cross River Rail Delivery Authority (CRRDA)…Your chance to work with the best!

The Cross River Rail Delivery Authority is building a new 10.2km rail line that includes 5.9km of twin tunnels running under the Brisbane River and CBD; with four new underground stations at Boggo Road, Woolloongabba, Albert Street and Roma Street.

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.

The Cross River Rail Delivery Authority is also delivering multiple supporting projects and activities in conjunction with the Department of Transport and Main Roads. These include accessibility rebuilds for eight surface stations, construction of three new stations on the Gold Coast; upgrades for stabling yards; track works and surface rail enhancements; and the introduction of a new ETCS digital signalling system.

About The Role

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
  
  
  

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 1 st November 2026.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.

Occupational group Construction & Architecture