Manager Customer Performance

Queensland Rail stands on the foundation of true connection, encompassing the relationships we foster within our teams and the communities we serve across the state. For over 150 years, we've been instrumental in linking people and places, and now we invite you to contribute to our proud legacy and shape a brighter, sustainable future. Queensland Rail is offering an exciting permanent, full‑time opportunity for a data‑driven and solutions‑oriented professional to join our SEQ Operations team as Manager Customer Performance, a role that leads cross‑functional initiatives to enhance service reliability and customer experience across the SEQ rail network. Key Responsibilities - Lead the development and execution of the SEQ Customer Performance Plan to improve on‑time running and customer satisfaction. - Coordinate major project readiness (e.g., CRR) with day‑to‑day operations to ensure continuity and minimise disruption. - Analyse performance and incident data to identify root causes and drive proactive solutions. - Facilitate cross‑functional teams to deliver operational efficiency and change initiatives. - Develop performance reports and dashboards to support strategic decision‑making. - Collaborate with stakeholders to align priorities and drive accountability for performance outcomes. - Apply improvement methodologies (e.g., Lean Principles) and change management frameworks to enhance service delivery. You’ll bring a strong mix of strategic thinking, operational insight, and stakeholder engagement. Specifically, we’re looking for someone with: - 10+ years of experience in a transformation‑focused environment, process optimisation, change, CI—ideally within Transport, Rail, or Manufacturing industries. - Proven ability to lead cross‑functional initiatives that improve service performance and customer outcomes. - Strong experience in integrating major programs with operational activities in complex environments. - Skilled in analysing operational data, identifying root causes, and implementing proactive solutions. - Proven ability to influence, simplify complexity and gain buy‑in across different business functions. - Proficient in translating performance data into actionable insights and recommendations. - Demonstrated experience applying LEAN methodologies to drive change. Benefits that Count - Queensland Rail offers a range of leave entitlements to eligible employees, including Military Leave, Cultural Leave, and Reproductive Health Leave. - QRI Lifestyle provides members access to over 2,000 exclusive discounts and services. - Free services to prioritise your physical, emotional and financial wellbeing. - Access to over 380 gyms and pools with our Fitness Passport. - Eligible employees can receive up to 100% reimbursement for professional membership fees. - Salary commensurate with the role and your unique contributions, plus 12.75% superannuation company contribution. Sounds Great What’s Next? Please apply for the Manager Customer Performance position via our website by clicking the "Apply" button before 11:59pm (GMT+10:00 Brisbane) 21st November 2025. Supporting a Diverse Workforce We are committed to building inclusive and respectful workplaces for all our people. We encourage applications from First Nations Peoples, all genders, culturally diverse backgrounds, the LGBTIQ+ community, and people with disability, of all ages and backgrounds. We strive to provide a barrier‑free and equitable recruitment experience. If you require an adjustment during the recruitment process, please contact Theresa Dickson at Theresa.dickson@qr.com.au. Applicants for roles within Queensland Rail will be subject to alcohol and other drugs pre‑employment testing if progressed through the recruitment processes. The selection process may require shortlisted applicants to undertake psychometric assessment, pre‑employment health assessment, and background checks, including criminal history and credit checks. For roles with pre‑employment qualifications, formal qualification verification will be required to ensure alignment with QR’s requirements. To learn more about this Queensland Rail career opportunity, please contact Theresa Dickson. We can only accept applications received via our website. Queensland Rail pays its respect to Elders past and present. We also acknowledge the contributions of First Nations peoples within Queensland Rail and the communities we serve. #J-18808-Ljbffr