Customer and Accessibility Manager

Cross River Rail Delivery Authority (CRRDA)...Your chance to work with the best
Cross River Rail will transform the way we travel to, from and through Brisbane in the future. It will be a catalyst for 10 years of wider rail transformation across the whole of South East Queensland and it is already playing a key role in how we prepare for the 2032 Olympic and Paralympic Games.
Cross River Rail is a new 10.2km rail line including 5.9km of twin tunnels running under the Brisbane River and CBD. It includes the delivery of four new underground stations, two new above-ground stations, accessibility rebuilds for six stations, the construction of three new stations on the Gold Coast, and the introduction of a new world-class 'ETCS' signalling system.
This is a once in a lifetime opportunity to work on one of Australia's largest infrastructure projects and to be a part of something that will leave a lasting legacy for generations to come.
About the Role
As the manager of our Customer & Accessibility Team you will use your transport behaviour and customer experience knowledge to lead them to ensure that customers have a positive travel experience from the construction phase through to day one of the Cross River Rail opening and beyond, irrespective of ability. Working through the resolution of customer and accessibility issues raised and working closely with internal project teams and external stakeholders including the Department of Transport and Main Roads, Queensland Rail and our construction delivery partners to ensure customer and operational outcomes can be achieved.

**Key responsibilities include**:

- Manage a multi-faceted team and provide direction on matters regarding customer and accessibility.
- Develop schedules, budgets and risk registers in relation to the Customer and Accessibility Program.
- Develop strategies to support customers through network changes both temporary and permanent.
- Undertake customer journey mapping and behavioural analysis based on known customer impacts and changes.
- Develop strategies and provide recommendations to senior leaders and delivery partners for minimising customer impacts.
- Monitor and evaluate success of customer and accessibility activities, outputs and outcomes.
- Provide reports to management on program progress and manage issues and risks on customer impacts by taking mitigation measures.

About You
- Experience in managing travel behaviour change or customer experience in a major transport project environment.
- Proven ability to utilise research & insights to drive customer outcomes and build understanding of customer perspectives.
- Written and verbal communication that is clear and concise, models open communication and actively and attentively listen to others.
- Strong skills in collaboration, with an ability to understand audiences and adapt style accordingly.
- Understanding of accessibility standards or relevant documentation.
- Demonstrated ability to proactively analyse situations, identify and implement practical and innovative solutions regarding Travel Behaviour Change and Customer Experience.
- Project management skills: demonstrated ability to monitor and track governance/project deliverables, establish and manage governance controls and prepare reports in relation to progress.

Why work with CRRDA?
On Cross River Rail you will not only work with the best but become your best. And as we enter a new phase of delivery, our project offers a rare career opportunity for top tier professionals to have played their part on something that is genuinely city shaping and transformative.
Our people are supported with flexible work options, career development through the Australian Institute of Management, salary packaging, matched superannuation contributions and access to world class employee assistance provider Benestar.
How To Apply