• Development and review of CX Requirements for High Speed Rail design and operations, including but not limited to: Systems, Customer Information, Signage and Wayfinding, Onboard Product, Reporting, etc. • Leading CX interface with Program Delivery, Business Development, Architects, all Service Delivery departments, Project Team and other internal/external stakeholders, developing and maintaining effective relationship. • Providing technical expertise for High-Speed Rail, always from a customer experience point of view. • Ensuring customer requirements are understood and always considered in the design process. • Reviewing technical documentation and creating user requirements & processes. • Technical review and sign off completed deliverables as appropriate, as part of the project. • Ensure design’s alignment with QR Vision and Customer Service Strategy. • If required, supporting implementation of an effective end state high speed railway.

At least 8 years of experience in High-Speed (preferable) or Long Distance Rail of which at least 4 years will have been spent in a strategic design or delivery role. Previous employment in a Customer Service centric organization is essential with demonstrated experience in driving continuous improvement through the process. Excellent working knowledge of the Rail industry at multi-levels including Customer Operations and Service Delivery Proven successful and demonstrated experience of working within large teams A strategic thinker Excellent spoken and written English skills Problem solver who is able to analyse data and make informed decisions Communicates clearly to others and able to present at a high level Adapts quickly to changing environments and is embraces change as an opportunity