Role Purpose
TheCustomer Improvement team is hiring for an Advisor who will help to deliver continuous improvement initiatives all focused on the passenger’s experience of the tram network. We have a raft of improvement initiatives that we plan to deliver on; the agenda is exciting and encompasses both physical and digital infrastructure projects.
We are looking for someone who understands the principles of customer experience, can work with multi-disciplinary project teams to deliver on time and in budget, and is interested in innovation projects that deliver business value.
About the Team
The Customer Improvement team sits within the broader Customer and Community group. We are a responsible for identifying gaps and acting on opportunities for the organisation which will ultimately deliver on our customer metrics.
Responsibilities
- Interpret customer insight data to inform decision-making and identify improvement opportunities
- Project management: Work as part of and/or lead cross-functional teams to deliver projects to high standards, and to time and budget
- Maintain strong relationships with internal and external stakeholders to keep stakeholders informed
- Contribute to organisational initiatives that directly contribute to our customer experience scores and employee engagement
Skills & Experience
- Hold a relevant tertiary qualification with 5+ years of experience in customer experience, service design, or continuous improvement/transformation/innovation.
- Have a proven ability to manage complex stakeholder relationships.
- Be experienced in delivering projects or tasks on time, within scope and to a budget.
- Industry experience in public transport, infrastructure, operations or similar sectors (desirable).
Salary range is between 90-110k
Why Yarra Trams?
At Yarra Trams, we foster a workplace grounded in respect, celebrating diversity and embracing inclusivity. You’ll also enjoy the following advantages:
- A free travel pass for Victoria’s Public Transport Network
- Competitive salary and great conditions
- A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee Assistance Program (EAP)
- Paid Parental Leave for primary caregivers
About Yarra Trams
Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland. We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.
We\'re all Journey Makers, connecting people and communities across Melbourne. We’re committed to caring for each other, our passengers, and the communities we serve. Our Diversity & Inclusion Strategy is a key pillar and as an equal opportunity employer, we value diversity and encourage candidates of all ages, those with disabilities, and people of Aboriginal and Torres Strait Islander heritage to apply.
Please note, our selection process includes pre-employment checks, such as a police check and a medical assessment. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs).
If you would like further details about an advertised role, or if you require an adjustment in the application process, or any other information in alternate formats please email or call
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📌 Customer Improvement Advisor
🏢 Yarra Trams
📍 Melbourne