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Customer Experience Officer

VIC, AU, 3000


About this job

  • Australia’s largest private provider of multi-modal public transport;
  • Bid team working across Australia and New Zealand as required;
  • AUD $80k - $90k base plus superannuation


Keolis Downer is Australia’s largest private provider of multi-modal public transport. Through an open and collaborative approach, Keolis Downer endeavours to help Governments, public transport authorities, industry partners and communities to understand tomorrow’s challenges to future mobility and to provide innovative solutions for a better future.
To deliver on their vision, Keolis Downer requires the services of an experienced Customer Experience Officer to support the delivery of the Keolis Downer bids in Australia and New Zealand. 

What the role entails
The primary purpose of the role is to develop the customer strategy and business planning functions for the Growth Engine Team (GET) under the supervision of the Head of Customer Experience and Network Design. 
The role involves:

  • Developing and owning customer experience situational analysis and insights for bids, fully understanding client and customer priorities, from EOI to tender submission;
  • Developing customer experience strategies to ensure an industry leading experience on all projects;
  • Developing and owning customer experience initiatives for bids (bus, light rail, heavy rail, metro) to create targeted and bespoke solutions for our clients and customers;
  • Implementing customer experience initiatives during mobilisation and transition of major projects.


What you will need for this role
A collaborative leader with exceptional communication skills and a passion for delivering the best experience for our customers, you will have:

  • At least 3 to 5 years in a similar role with a mix of customer service, communications and marketing experience, delivering customer service strategies and experiences within the transport industry;
  • An analytical mindset and ability to listen;
  • Strong interpersonal skills with the ability to develop relationships with a diverse range of stakeholders 
  • A willingness to learn and develop from those around you and the ability to travel;
  • Competence in Microsoft Office packages (Word, Excel, PowerPoint).


Interested? To apply for this vacancy, please click on the ‘Apply now’ button and complete an online application form. Only completed online application forms will be accepted.
Applications close: 22nd August 2021

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