Station Experience Lead — Customer Journey Coordinator

Metro Trains Sydney; Canterbury-Bankstown; On-site; AUD 98,000 - 109,000; Full time

Benefits offered by this job

Paid training program

Free travel on Metro network (Opal)

Five weeks annual leave

Uniform and mobile phone

Overtime eligibility and penalties on

Novated leasing options

Wellness discounts (RCVRI Studio)

Fitness Passport access

City Fertility assistance

Private health discounts (Medibank/BUP

Career pathways and ongoing PD

Job summary

Metro Trains Sydney is seeking Customer Journey Coordinators – Stations to join our Customer Operations team across Southwest stations. You’ll support safe, reliable passenger movement and deliver exceptional service in a 24/7, shift-based role.

The role emphasizes safety, customer focus, and clear communication, with comprehensive training and progression opportunities. Successful candidates join a values-driven, inclusive workplace and receive full uniform, Opal card and staff benefits.

Qualifications

• Customer-focused and safety-conscious professional
• Clear communication and calm under pressure
• Team player with ability to work independently
• Comfortable using Microsoft Office and business systems
• Value cultural diversity and inclusivity

Responsibilities

• Coordinate end-to-end customer journey within station environments
• Deliver high-quality customer service and assist with enquiries and wayfinding
• Support daily station operations, ensuring readiness, cleanliness and functionality
• Manage customer flow, especially during peak periods and events
• Respond to incidents and disruptions with real-time communication
• Maintain safety, accessibility and operational standards

Job description

Metro Trains Sydney is seeking Customer Journey Coordinators – Stations to join our Customer Operations team across Southwest stations. You’ll support safe, reliable passenger movement and deliver exceptional service in a 24/7, shift-based role.

The role emphasizes safety, customer focus, and clear communication, with comprehensive training and progression opportunities. Successful candidates join a values-driven, inclusive workplace and receive full uniform, Opal card and staff benefits.