Senior Customer Readiness Advisor

Cross River Rail Delivery Authority; Brisbane; On-site; AUD 110,000 - 140,000; Full time

Job summary

Cross River Rail Delivery Authority in Brisbane is seeking a Senior Customer Readiness Advisor to prepare stations, customers and stakeholders for major milestones. You will ensure customer facing infrastructure, wayfinding, signage and accessibility are ready before use, and you will conduct site inspections, reviews and testing to identify issues affecting the customer experience.

Working with project teams and delivery partners, you will provide practical advice and evidence to support

Qualifications

• Understanding of project management methodologies and readiness frameworks.
• Strong interpersonal and negotiation skills.
• Ability to build collaborative relationships across multidisciplinary teams.
• Ability to anticipate customer needs and support a positive end-user experience.
• Experience with infrastructure reviews for compliance with standards.

Responsibilities

• Support the verification and validation program through planning, site assessments and testing.
• Analyze testing outcomes and provide evidence-based recommendations.
• Maintain readiness documentation, KPI reporting and project controls.
• Champion customer and accessibility needs throughout the project.
• Conduct site reviews to identify customer experience issues and work with stakeholders to resolve them.
• Facilitate meetings with diverse stakeholder groups to drive alignment.
• Develop readiness plans, audit reports and action registers for governance.
• Build and maintain relationships with delivery partners and customer-facing teams.

Skills

Project management

Stakeholder engagement

Negotiation

Collaborative relationships

Customer experience

Risk assessment

Job description

Cross River Rail Delivery Authority - Brisbane QLD

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.

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