As the Senior Customer Readiness Advisor, you will help prepare stations, customers and stakeholders for key Cross River Rail project milestones. You will work to ensure customer facing infrastructure, wayfinding, signage and accessibility features are ready for use before they are introduced into the rail network. You will undertake site inspections, reviews, audits and testing activities to identify and resolve issues that could impact the customer experience. Working closely with project teams, delivery partners and operational stakeholders, you will provide practical advice and evidence to support readiness decisions and help deliver positive customer outcomes.

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 the Department of Transport and Main Roads. 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 the Senior Customer Readiness Advisor, you will help prepare stations,



customers and stakeholders for key Cross River Rail project milestones. You will work to ensure customer facing infrastructure, wayfinding, signage and accessibility features are ready for use before they are introduced into the rail network.

You will undertake site inspections, reviews, audits and testing activities to identify and resolve issues that could impact the customer experience. Working closely with project teams, delivery partners and operational stakeholders, you will provide practical advice and evidence to support readiness decisions and help deliver positive customer outcomes.

This opportunity is offered as a fixed term contract until September 2028 with possible extension.

Key Responsibilities

Support the Customer Readiness Verification and Validation Program, including planning, scheduling, site assessments, assurance checks and customer testing exercises

Analyse testing and validation outcomes, understand risks and provide evidence-based recommendations to support customer experience and readiness outcomes

Maintain readiness documentation, action registers, KPI reporting and project controls

Champion customer and accessibility needs throughout the project lifecycle

Conduct site reviews and assessments to identify customer experience, wayfinding, signage and accessibility issues and work with stakeholders to resolve them





Facilitate meetings with diverse stakeholder groups to drive alignment, issue resolution and shared understanding of customer readiness objectives

Develop readiness plans, audit reports, assessments, action registers and other documentation supporting readiness activities and governance requirements

Build and maintain strong relationships with delivery partners, operational agencies, technical specialists and customer facing teams

About You

Sound understanding of project management methodologies, assurance processes and readiness frameworks

Good interpersonal and negotiation skills with the ability to influence outcomes without direct authority

Proven ability to build collaborative relationships across multidisciplinary teams

Demonstrated ability to anticipate customer needs, assess customer impacts and support a positive end user experience

Ability to review infrastructure, designs and installations for compliance with standards, contractual requirements and customer expectations

Experience in public transport, technology, major infrastructure or government funded projects supporting customer experience outcomes

Experience gathering structured evidence and providing assessments

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 current 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 worl

📌 Senior Customer Readiness Advisor (Brisbane)
🏢 Queensland Government
📍 Brisbane