Vie Customer Experience Support

Main Purpose

The Customer Experience support will have a global view of metro operations since he will be supporting the Technical Director in their everyday functions. Mainly involved with the Customer Service aspects of it, they will be working on a day to day basis with the Customer Service Lead (organisation of stations, customer centric design and stakeholder management) and the Train Operations Lead (Operating Control Centre, Train movement) on topics related to Operations, Customer Service, stakeholders management and Operation readiness.

Main Responsabilities

**RATP Dev internal duties**:

- Liaise with Paris headquarters to bring the best of RATP Group’s knowledge on customer service topics, make proposals that are compliant with the company’s strategy and policies.
- Review and develop the Customer Service Management Plan, stakeholders management plan, communication plan as well as other management plans as per the contract
- Review, assess and enforce the assumptions taken during tender phase to ensure they meet the future operation needs of the Customer Service team
- Keep track of requirements during D&C phase
- Attend all relevant workshops with OpCo, D&C (and Subject Matter Experts in Europe) and develop the required supporting documentation (presentation, technical notes, Minutes of Meetings etc.)
- Plan and prepare meetings with key external stakeholders (eg : Fire Rescue New South Wales, Sydney Trains, Western Sydney Airport...)

**Consortium related duties**:

- Liaise and coordinate with Design and Construction teams
- Identify, address issues and risks and escalate to the Technical Director
- Manage the live tracker (working file) for the day-to-day progress
- Coordinate the Customer service activities, workshops, meetings, across PLM
- Communicate with internal and external stakeholders
- Participate in governance and other project meetings representing RATP Dev
- Work with the commercial team to contribute when technical inputs are required

Any other duties appropriate to project delivery as may from time to time be required.

Work/Job Experience Requirements
- 1 year experience in customer service, marketing (GOA4 Metros / public transport experience as a plus)

Educational Requirements

\- Diploma / Degree in Marketing or communication

\- English language (Fluent)

Preferred Skills
- Well-developed written and oral communication skills in English
- High-level fluency in MS Excel, MS Project, MS Power Point
- Previous experience in bringing into service of a light rail or heavy rail line or extension (desirable)
- Customer centric focus
- Confidence in representing the organisation in meetings
- Multi tasks and time management skills

Preferred Behaviours
- Quality conscious
- Must be able to work under pressure and meet strict deadlines
- Must be able to work with EUR time zone occasionally
- Able to work independently but also as part of a team
- Being proactive in delivering timely meeting minutes and other documentation as required

Internal contacts stakeholders
- Technical Director
- Asset Management lead
- Trains Operation lead
- RS/SMF Manager
- Rail System Manager
- System Assurance Manager

External contacts stakeholders
- Sydney Metro
- Sydney Trains
- Other public transport providers
- Emergency Services
- WSA
- Siemens MO TK
- Siemens MO CS (subcontractor)
- WeBuild

VIE Conditions
- Be at least 18 years old and have not yet celebrated your 29th birthday: you must be 28 or less at the time of your departure on assignment,
- Be of French nationality or a citizen of a European Economic Area country.
- If you are of French nationality or dual nationality, attended France's national service obligations (Numéro Identifiant Défense).
- Have a clean criminal record.
- Be able to devote 100% of your time to the assignment: no part-time work, entrepreneurship, studies, or income-generating activities are possible in parallel with your V.I.E. assignment.
- No previous work employment in Australia.