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Passenger Experience Delivery Lead

Date: 13-Jan-2022

Location: Melbourne, VIC, AU

Company: metrotrain

  Metro is a multi-award winning organisation, and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive and safety focused and who are at the core of our success. You will be joining an organisation that is known as a global leader in its field but also prides itself on being dynamic, embracing new technologies and focused on customer service. Our aim is to promote work/life balance, allow team members to bring their best to work and to truly be focused on a common goal which is to provide a world-class railway service.


Metro Trains Melbourne (MTM) has an exciting opportunity for an experienced Passenger Experience Delivery Lead to join the Projects Team.


The Role

The Passenger Experience Delivery Lead will manage the delivery arm of the bus replacement process, ensuring a safe and optimal passenger experience during occupations. Driving performance through efficiencies within MTM, the Alliances, third party contractors and suppliers, the Delivery lead will ensure business improvements are realised to support Victoria’s ‘Big Build’ Infrastructure Program, specifically relating to the Metro Tunnel Project, Franchisee portfolio and Melbourne Airport Rail.


This is a fulltime, permanent role based in Melbourne’s CBD.



  • Lead the delivery of passenger disruption plans to facilitate the movement of disrupted passengers on rail replacement buses for planned works in the rail corridor.
  • Support the planning team through the t-minus process of an occupation until handover into delivery.
  • Own and deliver performance, safety and progress reports to management.
  • Engage both internal and external stakeholders via meetings and site inspections where required, to influence outcomes of projects for the enhancement of the passenger experience.
  • Lead supplier management including procurement efficiencies in compliance with MTM’s Procurement Policy.
  • Financial responsibilities including approving invoices, working to an agreed budget, seeking quotes, raising purchase orders, obtaining sole source approval as required and ensuring supplier delivery obligations.
  • Provide technical input and drive appropriate outcomes to ensure full consideration is taken for the long term viability and practicality for new stations and associated facilities from the initial design stage through to completion of each station/project to enable delivery of safe and effective occupations in the future.
  • Support lessons learned sessions post package of works as required.
  • Accountable for any relevant risk assessments as required for the project, with particular emphasis on the enhancing of passenger/staff safety, service and facilities.
  • Deliver regular service standards audits of occupations, pre, during and post project.
  • Prepare project plans and complete all pre T12 works and post completion requirements of the project plan


About You

  • Demonstrated ability to negotiate for key outcomes through strong stakeholder management with a variety of complex stakeholders
  • Experience of engagement across multi - disciplinary organisations and stakeholder groups
  • 5 years’ experience in Rail Project Engineering Construction or similar multi-discipline industry on a large scale (or complex) projects
  • Working knowledge of Metro, its Operations and stakeholders
  • 2-5 years people management experience


Why Work for Metro

  • Great Team Culture and Work/Life Balance
  • Competitive Salary & Employee Benefits
  • Collaborative & Supportive Team
  • Free Myki Travel


This is a fantastic and high-profile opportunity to build on the career you have developed to date and be part of the legacy that ‘connects people and places for a growing Melbourne’.

If what you have read resonates with your values, experience and career aspiration then please submit your application by COB Sunday, 13th February.

Please note that shortlisting may commence prior to the closure date.


For further information, please contact Rebecca Murray, Talent Acquisition Specialist.


M: 0479 171 941


Metro Trains is an equal opportunity employer and embraces diversity. We encourage all interested applicants to apply but please do note only applications with the right to live and work in Australia will be considered for this position.