Customer Service Lead

**Titre de poste**:
Customer Service Lead (Station/Stakeholders) F/M

**Contexte**:
RATP Dev, a subsidiary of the RATP Group, ensures the operation and maintenance of urban and interurban transport networks in 14 countries through over 100 subsidiaries. With over 27,000 employees and the expertise and backing of a global leader in public transportation, our subsidiaries provide performance, dynamism and reliability to our customers and passengers to their networks.

In Australia, RATP Dev will be part of a consortium with international companies.

**Missions**:

- Represent the Operators needs to co-define with D&C station and precincts design and solution:

- staff organisation/rosters/training
- tools functionalities/integration (inc. interface context description, tools implementation plans)
- performance monitoring/reporting
- documentation creation (Management Plans, O&M concepts, specifications, etc.)
- layout and ergonomics (station staff booths, arrangement/location, human factors, etc.)
- ensure easy and efficient maintainability
- develop the interface with the Operating Control Center
- Drive the Customer Centric Design process:

- Drive the relevant subcontractors
- Organise the workshop with the sample of future passengers
- Promote the outcome to D&C for design station
- Ensuring appropriate flow of relevant information (assessing solutions based on customer outcomes; iterating and improving design based on customer testing and validation)
- Manages interface with:

- Major stakeholders : emergency services (FRNSW), other operators
- subcontractors
- Main contact point with D&C system provider and integrator
- Review, assess and enforce the assumptions taken during tender phase
- Keep track of requirements during D&C phase, drive O&M design review for RS and OCC
- Attend all related workshops with D&C (and Subject Matter Experts in Europe
- Prepare and attend the gate reviews defined by the system/security assurance plan
- Develop the supporting documentation (presentation, technical notes)
- Support the risk management process in accordance with the HSQE lead
- Assesement and mitigation proposal
- Analysis and challenge of D&C residual risks
- Ensure the Communication and public engagement responsibilities
- Media relations with communities, public engagement, communication during construction phase
- Liaise with stakeholder manager at the consortium level
- Supervises D&C phase marketing activities:

- Provides input / business insights to IT/OT/CX product managers
- Any other appropriated duties

**Responsabilités et activités**:
The Customer Service Lead ensures the tools process and people developped by the Consortium during D&C phase in regards with stations are aligned with the Operator's needs/requirements whilst matching security, safety and service quality level required.

**Expériences et compétences requises**:

- Diploma / Degree in Engineering or B.Sc./M.Sc. with Physics / Electronics/ Power Supply / Computer Science
- English language (Fluent)
- 5-10 years of relevant experience in railway station (train/metro) as Station attendent of Manager
- Demonstrated knowledge and skills in working on a V-cycle design project
- Prefered experience on a GOA4 railway operations

Educational Requirements
**Particularités du poste**:
Based in Sydney

**Contrat**:
01 - CDI

**Temps de travail**:
Temps plein

**Localisation du poste**:
**Localisation du poste**:
Asie / Pacifique, Australie

**Lieu**:
Sydney

**Niveau d'études**:
4 - Niveau Bac +4/5

**Niveau d'expérience**:
De 5 à 10 ans

**Langues**:
Anglais (C - Courant)