Customer Readiness Manager

We're seeking a Customer Readiness Program Manager to ensure a seamless transition for passengers as Queensland's largest infrastructure project comes to life. This client-side leadership role will oversee a multi-agency program, driving behaviour change initiatives and influencing transport planning decisions to enhance the customer experience. If you have expertise in customer experience, behaviour change, and stakeholder engagement, this is an incredible opportunity to contribute to a city-shaping project.

Cross River Rail Delivery Authority (CRRDA)…Your chance to work with the best
The Cross River Rail Delivery Authority is building a new 10.2km rail line that includes 5.9km of twin tunnels running under the Brisbane River and CBD; with four new underground stations at Boggo Road, Woolloongabba, Albert Street and Roma Street.

Once complete, it will provide trains with a much-needed alternative rail path through the core of the current SEQ Rail network, unlocking a bottleneck and allowing more trains to run more often across the whole of South East Queensland.

The Cross River Rail Delivery Authority is also delivering multiple supporting projects and activities in conjunction with Department of Transport and Main Road. These include accessibility rebuilds for eight surface stations, construction of three new stations on the Gold Coast; upgrades for stabling yards; track works and surface rail enhancements; and the introduction of a new ETCS digital signalling system.

About The Role
As Customer Readiness Manager, you will be responsible for ensuring a seamless customer experience as the Cross River Rail project is delivered. This role is responsible for leading a multi-agency program focused on customer readiness, ensuring passengers can easily navigate changes to the transport network and new infrastructure as it becomes operational.

Working closely with Queensland Rail, Transport and Main Roads, Brisbane City Council, and other key stakeholders, you will develop and implement customer journey strategies that anticipate passenger needs and influence transport planning decisions. Your expertise in behaviour change, customer experience, and operational readiness will be instrumental in delivering effective initiatives that support the successful integration of Cross River Rail into South East Queensland's transport network.

The successful applicant will be working from our modern corporate office conveniently located in the heart of Brisbane's CBD. This opportunity is offered as a two year contract with possible extension.

Key Responsibilities

• Oversee the planning, execution, and evaluation of Cross River Rail's customer readiness program.
• Lead a multi-agency Customer Readiness Working Group, ensuring robust governance and decision-making processes.
• Develop and implement customer journey mapping and behaviour change initiatives.
• Maintain program schedules, risk management, governance and reporting to track progress.
• Assess technical transport planning documents and identify solutions to enhance passenger experiences.
• Engage with senior stakeholders to influence planning and operations for optimal customer outcomes.
• Lead and mentor the Customer Readiness Advisor.

About You

• Experience in managing broad scale behaviour change or customer experience programs for transport projects.
• Multi-agency program management skills with ability to monitor and track governance/project deliverables, establish controls and provide reporting.
• Strong stakeholder engagement and communication skills, with the ability to present complex information effectively.
• Demonstrated leadership in managing teams and working groups in a collaborative environment.
• Proven ability to set research programs, utilise insights to drive customer-focused outcomes and build understanding of customer perspectives.

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 and access to world class employee assistance provider Telus Health.

At Cross River Rail we are an equal opportunity employer and strive to build balanced teams from all walks of life.

How To Apply
Please submit your Resume by clicking on the apply link before the closing date of 26th October 2025.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.

Occupational group
Project Management