Director, Passenger Experience

3 weeks ago


Melbourne, Victoria, Australia Yarra Trams Full time

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Join to apply for the Director, Passenger Experience role at Yarra Trams

At Yarra Trams, our mission is to deliver a world-class tram network that puts our passengers at the heart of everything we do. We're looking for an inspiring and strategic leader to join our Operations team as the Director, Passenger Experience — a key role driving innovation and service across Melbourne's iconic tram network.

The role

As the Director, Passenger Experience, you'll be responsible for leading the end-to-end experience strategy that ensures every tram journey is safe, seamless, and memorable. You'll champion the voice of the passenger across the organisation and help shape the future of service delivery through insight-driven programs, real-time information innovation, and continuous improvement in accessibility and communication.

You'll lead a passionate team, influence key operational and strategic decisions, and embed a customer-first mindset across the network.

What you'll bring

  • Proven experience in a senior customer experience or service delivery leadership role
  • Strategic thinker with a passion for innovation and future-focused planning
  • Strong interpersonal and influencing skills, with the ability to lead through collaboration
  • A track record of delivering customer-centric initiatives that enhance service, satisfaction, and reputation
  • Experience leading and developing high-performing teams
  • Excellent stakeholder engagement and communication skills

Qualifications

  • Tertiary qualifications in Business, Marketing, Public Relations or a related field are preferred
  • Additional training or certification in customer experience, service design or leadership will be highly regarded

Key accountabilities

  • Design and lead the Passenger Experience strategy aligned with customer needs and expectations
  • Drive uplift in service standards, accessibility, and real-time information delivery
  • Influence key programs including Customer at Heart training and customer insights reporting
  • Provide strategic advice on future journey planning, service innovation, and disruption management
  • Lead a team of four direct and 30 indirect reports
  • Promote a safety-first culture that supports consistent and caring service across all touchpoints
Seniority level
  • Seniority levelDirector
Employment type
  • Employment typeFull-time
Job function
  • Job functionCustomer Service and Management
  • IndustriesTruck Transportation

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