Manager Passenger Experience
2 weeks ago
Ding Ding Trams are the heartbeat of Melbourne - come be part of our team on the largest and most iconic tram network in the world.
About this opportunity
We are looking for an inspiring leader who will be passionate about providing our passengers with world-class transport services.
Reporting to the Director, Passenger Services this role involves:
- Enhancing, iterating and delivering the Passenger Experience Strategy for Yarra Trams, ensuring that passengers are at the centre of everything we do.
- Providing guidance and support to the Passenger Experience team, overseeing activities that grow patronage, maintaining a focus on passenger experience standards, maintaining a focus passenger experience standards in service delivery and driving continuous improvement across the passenger experience portfolio.
- Engaging effectively with stakeholders in Government as well as with transport industry partners in Melbourne and across the Keolis Downer network.
- Supporting critical internal business priorities outlined in our Business Plan.
About you
Ideally you will have:
- Tertiary qualifications in Communications, Marketing or similar discipline
- Experience working in the transport sector and/or an understanding of Victorian Government policies an advantage.
- Strong leadership, strategic planning and business skills
- Excellent communication and persuasive skills to influence effectively internally and externally at the most senior levels including Government and Transport Industry representatives.
- Tangible record of thinking strategically and making decisions that improve the overall customer experience.
- Strong analytical skills with experience using data to identify trends and assess customer satisfaction levels.
- Demonstrated understanding of, and ability to lead a team, develop team members and build an engaged and diverse team.
Why Yarra Trams?
Do you want to be a part of a workplace that is based on respect, promotes diversity, and encourages inclusiveness?
If you choose to work with us, you will be joining a team of passionate professionals dedicated to the delivery and improvement of Melbourne's biggest icon Additionally, you will receive:
- A Free travel pass for Victoria's Public Transport Network
- Competitive salary and great conditions
- Professional Development
- Career growth opportunities
- A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee assistance program (EAP)
- Paid Parental leave and paid superannuation for primary caregivers
About Yarra Trams
Our passengers, community, people, and operations are the four foundational pillars of our organisation, which help us to continuously improve and deliver safer, better, and more efficient tram services across Melbourne.
As the proud operator of the world's largest tram network and integral part of Melbourne's transport network, Keolis Downer is committed to moving Melbourne forward by delivering solutions for better tram journeys.
Please note, our selection process will include pre-employment checks, including police check and pre-employment medical check. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs. Additionally all workers are required to be fully vaccinated against COVID-19 (two doses) unless they have a legitimate and lawful exemption. Evidence of your COVID-19 digital vaccination or exemption certificate will be required.
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