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Director, Passenger Experience

Ding! Ding! Trams are the heart of Melbourne – join our team and be part of the world’s largest tram network.

At 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 role

As 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 bring

Proven experience in a senior customer experience or service delivery leadership role
Strategic thinker with a passion for innovation and future-focused planning
Strong interpersonal and influencing skills, with the ability to lead through collaboration
A track record of delivering customer-centric initiatives that enhance service, satisfaction, and reputation
Experience leading and developing high-performing teams
Excellent stakeholder engagement and communication skills

Qualifications

Tertiary qualifications in Business, Marketing, Public Relations or a related field are preferred
Additional training or certification in customer experience, service design or leadership will be highly regarded

Key accountabilities

Design and lead the Passenger Experience strategy aligned with customer needs and expectations
Drive uplift in service standards, accessibility, and real-time information delivery
Influence key programs including Customer at Heart training and customer insights reporting
Provide strategic advice on future journey planning, service innovation, and disruption management
Lead a team of four direct and 30 indirect reports
Promote a safety-first culture that supports consistent and caring service across all touchpoints

Why Yarra Trams?

At Yarra Trams, we foster a workplace grounded in respect, celebrating diversity and embracing inclusivity. You’ll also enjoy the following benefits:

A free travel pass for Victoria’s Public Transport Network
Competitive salary and great conditions
Professional development
Career growth opportunities
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 careers@yarratrams.com.au or call 1800 800 007

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