First listed on: 21 February 2024

Team Leader Customer Strategy


Our purpose is to provide a customer-focused, safe, reliable, on-time, value for money rail service that benefits the community, supports industry and is integrated with the public transport system. The organisation's vision is connecting community through a modern, world-class rail service.

We encourage a safe, innovative, and inclusive environment where you can deliver quality service while expanding your career and achieving your professional goals.  If you thrive in an environment where motivation, teamwork, and forward thinking are paramount, then a career with Queensland Rail could be the right step for you!

About the Role

The Customer Insights & Strategy team is searching for a dedicated and experienced Team Leader Customer Strategy (AS7).   Reporting to the Manager Customer Insights and Strategy, you will be responsible for:

  • researching and identifying opportunities to improve the Queensland Rail customer experience.
  • planning and delivering strategic customer experience initiatives.
  • developing and implementing plans to promote a customer centric culture across the organisation.
  • developing and delivering customer engagement programs.

Remuneration:  This is a permanentfulltime position, based in Brisbane CBD with a starting base salary of $139,943 plus 12.75% superannuation and hybrid work options to support the balance between work and personal commitments.

For a full list of responsibilities, please review the position description: Team Leader Customer Strategy

Skills and Experience Required:

  • Leadership – experience leading teams, projects, change and engagement strategies (essential).
  • Strategy – experience gathering and interpreting data from multiple sources, identify accurate insights and developing key strategic objectives and associated delivery plans (essential).
  • Customer experience – knowledge of the theory and practice of customer experience methodologies gained within a large organisation (customer insights client-side) or market research consultancy (essential).
  • Project management – proven ability to manage delivery of key customer experience initiatives with enterprise-wide impacts, including vendor procurement and management (essential).
  • Communication and engagement management – extensive experience developing and implementing communication and engagement strategies underpinned by strong written communication and presentation skills (essential).
  • Communication tools – Substantial skill in the use of contemporary office software, including Microsoft Word, Excel, PowerPoint and common data visualization software such as Tableau and Power BI (essential).

Lifestyle & Work Benefits at Queensland Rail:

  • Four weeks annual leave, as well as other leaves and flexible working opportunities to help balance between work and personal commitments.
  • Free travel to-and-from work, as well as access to discounted and/or free rail travel for off-duty travel on the City or long-distance travel networks.
  • Access to QR's competitive Employee Benefits + 1 Team Values, Diverse and Inclusive working environment.
  • Employee Assistance Program providing employees with holistic and contemporary health and wellbeing programs.
  • Professional and leadership development opportunities and ongoing support to develop your experience and skills.      
  • Access to Fitness Passport – a discounted workplace health and fitness program giving you and your family unparalleled access to a wide range of gyms and pools throughout the state.  
  • We pride ourselves on our Safety Culture, we ‘work safe’ so that everyone goes ‘home safe’.

How to Apply:

Click the “Apply” button to submit your CV and cover letter (explain why you’re the best candidate for the role) by the deadline: 11:59 PM on Tuesday, 5th March 2024. Please do not email your application. We can only accept applications received via our website.

The recruitment and selection process for this position might require shortlisted applicants to provide references and/or complete pre-employment tests, health assessments, and background checks (which may include criminal history and credit checks).  External applicants applying for roles within Queensland Rail will be subject to Alcohol and Other Drugs pre-employment testing.

As Queensland Rail is committed to creating a diverse and inclusive workplace, we encourage women, Aboriginal and Torres Strait Islander people, people with disability, people from non-English speaking backgrounds, and members of other diverse groups to apply. 

Queensland Rail embraces and is committed to creating a diverse and inclusive workplace.  We encourage women, Aboriginal and Torres Strait Islander people, people with disability, people from non-English speaking backgrounds, and members of other diverse groups to apply. 

We have built the foundation for diversity in the areas of gender balance, First Nations Peoples, Youth, Disability and Multiculturalism. We continue to establish and integrate key programs such as QRWomen, Graduate and Apprentice Programs, Work and Welcome, Returned to Work processes, Employee Assistance Program, as well as Queensland Rail First Nations and LGBTIQ+ Staff Reference Groups.

To learn more about this opportunity please contact Judy with your specific enquiry to

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