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Head Of Passenger Experience

Yarra Trams - Melbourne, VIC

Any Industry
Source: uWorkin


  • Be part of the world’s largest tram network;
  • Iconic Melbourne brand;
  • Design and lead Yarra Trams’ customer experience strategy.

Keolis Downer is the proud operator of Yarra Trams, the oldest and largest light rail network in the world. Since 2009, Keolis Downer has significantly invested in Melbourne’s tram network and community.
As the operator of Yarra Trams, we bring our international expertise to Melbourne to ensure we deliver safer, more reliable passenger services and performance, while increasing the value of the tram network for Melburnians and the thousands of visitors to our city every day.
To deliver on these exciting new challenges, Yarra Trams requires the services of an experienced Head of Passenger Experience to design and lead Yarra Trams’ Passenger Experience strategy.

What the role entails
This is a great opportunity for an experienced leader to ensure that our passenger experience strategy delivers memorable journeys, both now and into the future through innovation, customer service and information.
Reporting to the Chief Operations Officer, the role involves:

  • Developing and leading the passenger experience strategy to meet evolving expectations;
  • Ensuring that every passenger receives consistent, helpful, efficient and caring service, across the network;
  • Driving programs to lift performance and service levels and providing strategic advice around future passenger requirements across the network;
  • Providing people leadership in line with Yarra Trams’ core values;
  • Financial / budget management.

What you will need for this role
To be successful in this opportunity, you will have:

  • Tertiary qualification in Business, Marketing, Public Relations or similar;
  • Experience in a customer experience leadership role or similar;
  • Strategic thinking and foresight;
  • Strong interpersonal and influencing skills;
  • Demonstrable delivery of successful customer focused strategies and programs;
  • Strong leadership skills with the ability to inspire, engage, motivate, and empower teams.

Interested? Click Apply Now. Only completed online application forms will be accepted.
Yarra Trams is an equal opportunity employer that values diversity across our teams. In support of our Diversity & Inclusion Strategy, we encourage candidates with a disability, of all ages and people of Aboriginal & Torres Strait Islander heritage to apply.
Applications close: 25th May 2021