Lead the development and delivery of customer insights and behaviour change strategies to support the Customer Readiness Program and the opening of Cross River Rail stations. You will be the single source of truth for customer data, translating research into actionable strategies, tracking performance and providing clear, data-driven insights to support decision making across the program.
About The Role
This role leads the development and delivery of customer insights and behaviour change strategies to support successful Customer Readiness Program outcomes and opening of Cross River Rail stations. The role acts as the single source of truth for customer data and insights, translating research and customer experience trial outcomes into actionable strategies and reports that influence customer behaviour and support customer confidence and experience.
This opportunity is offered as a fixed term contract until September 2028 with possible extension.
Key Responsibilities
* Develop and maintain the Customer Behaviour Change and Education Plan aligned to opening strategy and customer outcomes, translating insights into targeted behaviour change strategies and ensuring alignment across program milestones.
* Deliver customer research including surveys, focus groups and journey mapping, synthesising findings into clear insights and acting as the single source of truth for customer data.
* Deliver monitoring and evaluation activities, maintain KPI tracking and analyse performance to assess effectiveness of behaviour change initiatives.
* Produce evaluation reports, provide inputs to program reporting and governance forums, identifying gaps and improvement opportunities.
* Engage stakeholders to provide data driven advice, support decision making and ensure consistent application of behaviour change strategies.
* Develop and deliver presentations translating complex data into clear, concise insights for executive and governance audiences.
About You
* Proven experience in travel behaviour change programs including development of frameworks and practical application.
* Strong stakeholder engagement and relationship management skills with the ability to provide clear and concise communication.
* Demonstrated experience undertaking research, developing monitoring and evaluation frameworks and translating complex data into actionable insights.
* Ability to manage priorities, track deliverables and work across multiple workstreams in a fast paced environment.
* Intermediate capability across Microsoft Office suite.
Why work with CRRDA?
On Cross River Rail you will not only work with the best but become your best. As we enter a new phase of delivery, our project offers a career opportunity for top tier professionals to contribute to a city-shaping project. Our people are supported with flexible work options, career development through the Australian Institute of Management, salary packaging and access to Telus Health.
Cross River Rail is an equal opportunity employer and strives to build balanced teams from all walks of life.
EEO
Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.
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