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Principal Adviser Customer Change

Queensland Rail - Brisbane City, QLD

Government, Defence & Emergency
Source: uWorkin


Date: 25-Mar-2021

Location: Brisbane, QLD, AU, 4000

Company: Queensland Rail

Queensland Rail is an integrated customer and rail infrastructure business servicing the passenger, tourism, resources and freight customer markets throughout Queensland. The organisation aims to be the best performing, most customer focused and safest railway in Australia.

At Queensland Rail we believe safety comes first. Always.

The Customer Experience Team plays a key role in influencing positive organisational change within Queensland Rail, creating a culture that puts the customer at the centre of everything we do.

Reporting to the Manager Customer Delivery, you will lead and drive the development, planning and implementation of an internal training program to build customer service capabilities and culture.

We are looking for a candidate who has extensive proven experience in a large complex and heavily regulated organisation. Your experience in the development and rollout of a successful customer training curriculum along with your exceptional interpersonal skills will ensure your success in this role.

The successful candidate will need to:

  • Take a central role in program delivery as part of the Customer Experience function at Queensland Rail. Lead streams of work to support the delivery of effective solutions across customer experience projects.
  • Support the design of a customer training curriculum and development of training content. This encompasses both the creation of training modules and on-going maintenance of content.
  • Coordinate and work collaboratively with business owners, subject matter experts and product specialists, to ensure training is fit-for-purpose.
  • Liaise with multiple internal stakeholders across Queensland Rail as well as key external partners to ensure successful delivery of programs within deadlines, on time and to budget, while ensuring customer objectives are met.
  • Coordination, and in some cases the delivery of business unit specific programs where required.
  • Monitor, record and report on project performance, producing regular updates, delivering feedback and escalating risks/issues.

We are looking for candidates who have:

  • High level of skill in the engagement and relationship management within a commercially performing business, with a project management focus.
  • High level of ability to assess change impact and deliver change in a corporate context with a focus on improvements in customer experience.
  • Proven ability to conduct organisational level training needs assessments, develop and deliver training programs in a complex corporate environment.
  • High level of skill in analysing complex systems and projects and the identification of interdependencies and relationships between projects and programs.
  • Advanced level of skill in Microsoft suite (ie Microsoft PowerPoint, Word and Excel)

  • Applications to include 1 page cover letter and a maximum 4 page CV.

Starting Salary $123,515 + Superannuation + Free Rail on duty days

Position Description

If this position interests you and you feel you have the knowledge and experience please apply to Principal Adviser Customer Change (764) via our website by clicking onto the "Apply" button. Please submit a resume and covering letter outlining your relevant experience by 11:59pm, Thursday 8th April 2021.

The recruitment and selection process for this position might require shortlisted applicants to undertake psychometric assessment, health assessment and background checks that might also include criminal history and credit checks.

Queensland Rail embraces diversity and equal opportunity in a serious way. We have built the foundation for diversity in the areas of gender balance, First Nations Peoples, Youth, Disability and Multiculturalism. We continue to establish and integrate key programs such as QRWomen, Graduate and Apprentice Programs, Work and Welcome, Returned to Work processes, Employee Assistance Program, as well as Queensland Rail First Nations and LGBTIQ+ Staff Reference Groups.

To learn more about this Queensland Rail career opportunity please contact Kristy Jordan with your specific enquiry on 1800 115 000 or email qrcareers@qr.com.au. Please do not email your application. We can only accept applications received via our website.

Brisbane City, QLD

Government, Defence & Emergency


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