Principal Customer Readiness Advisor

• Lead key elements of the Customer Readiness Program


• Oversee end-to-end customer delivery activities


• Influence customer readiness outcomes across complex stakeholder groups

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

The Principal Customer Readiness Advisor plays a critical role in preparing customers, stakeholders and operating environments for the successful implementation of major project deliverables within the Delivery Authority.

The position is responsible for leading and driving elements of the multi-agency Customer Readiness Program, managing customer readiness delivery activities and ensuring customer facing outcomes are aligned with project scope, technical requirements and contractual obligations.

This role operates in a complex governance environment, requiring high-level analytical capability, strong stakeholder engagement and the ability to communicate with influence to support effective decision-making and optimise readiness outcomes.

This opportunity is a maternity Leave backfill with a commencement date Mid November 2026 until the end of September 2027.

Key Responsibilities:

• Lead and coordinate key elements of the Customer Readiness Program to ensure operational and customer preparedness, including the delivery of customer readiness delivery activities and outcomes.


• Oversee the end-to-end customer testing program, including planning, scheduling, execution, acceptance activities and validation against project scope, technical specifications and operational requirements.


• Identify and manage testing related risks, issues, dependencies and contractual gaps, implementing appropriate mitigation strategies to support successful delivery.


• Maintain program management tools and develop high quality plans, reports, documentation and governance artefacts to support structured readiness activities.


• Build and maintain effective relationships with internal and external stakeholders, including delivery partners, operational agencies, technical specialists and customer facing teams.


• Facilitate workshops, meetings and testing activities to achieve stakeholder alignment, shared understanding and successful project outcomes.


• Communicate complex information with influence and represent Customer Readiness in governance forums, workshops and cross-project working groups.

About You:

This role will suit a professional with experience in customer readiness, customer testing, program delivery, customer experience or operational readiness within public transport, infrastructure, technology or government environments. You will be recognised for your ability to build relationships, manage complex stakeholder groups and drive outcomes through collaboration and influence.

• Highly developed interpersonal and negotiation skills, with the ability to influence outcomes without direct authority.


• Strong understanding of project and program management methodologies, assurance processes and readiness frameworks.


• Ability to distil and communicate complexity into clear, concise information for decision-making.


• Proven ability to build strong, collaborative relationships across multidisciplinary teams.


• Demonstrated ability to anticipate customer needs, assess customer impacts and ensure project outcomes support a positive end-user experience.


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

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 new 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 world class employee assistance provider Telus Health.

At Cross River Rail we are an equal opportunity employer and strive to build balanced teams from all walks of life.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.

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