Job Title

Add expected salary to your profile for insightsAt Yarra Trams, our mission is to deliver a world-class tram network that puts our passengers at the heart of everything we do. We''re looking for an inspiring and strategic leader to join our Operations team as the Director, Passenger Experience a key role driving innovation and service across Melbourne''s iconic tram network.The roleAs the Director, Passenger Experience, you''ll be responsible for leading the end-to-end experience strategy that ensures every tram journey is safe, seamless, and memorable. You''ll champion the voice of the passenger across the organisation and help shape the future of service delivery through insight-driven programs, real-time information innovation, and continuous improvement in accessibility and communication.You''ll lead a passionate team, influence key operational and strategic decisions, and embed a customer-first mindset across the network.What you''ll bringProven experience in a senior customer experience or service delivery leadership roleStrategic thinker with a passion for innovation and future-focused planningStrong interpersonal and influencing skills, with the ability to lead through collaborationA track record of delivering customer-centric initiatives that enhance service, satisfaction, and reputationExperience leading and developing high-performing teamsExcellent stakeholder engagement and communication skillsQualificationsTertiary qualifications in Business, Marketing, Public Relations or a related field are preferredAdditional training or certification in customer experience, service design or leadership will be highly regardedKey accountabilitiesDesign and lead the Passenger Experience strategy aligned with customer needs and expectationsDrive uplift in service standards, accessibility, and real-time information deliveryInfluence key programs including Customer at Heart training and customer insights reportingProvide strategic advice on future journey planning, service innovation, and disruption managementLead a team of four direct and 30 indirect reportsPromote a safety-first culture that supports consistent and caring service across all touchpointsUnlock job insightsSalary match Number of applicants Skills matchManufacturing, Transport & Logistics 1,001-5,000 employeesYarra Trams operate 487 trams, across 26 tram routes and a free City Circle tourist tram, over 1,763 tram stops. With 250 km (155.3 mi) of double track, Melbourne''s tram network is the largest in the world.Yarra Trams operate 487 trams, across 26 tram routes and a free City Circle tourist tram, over 1,763 tram stops. With 250 km (155.3 mi) of double track, Melbourne''s tram network is the largest in the world.To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory. #J-18808-Ljbffr