Robert Guest

Name: Robert Guest

Title: Director of Customer Experience

Affiliation: Metro Trains Melbourne

Rob Guest is the Director, Customer Experience at Metro Trains Melbourne, where he has the responsibility for customer experience strategy, customer operational delivery, community education, accessibility and inclusion, revenue protection, station operations and customer feedback advocacy. Rob has been in the role since February 2013, in which Metro Trains has achieved steady customer satisfaction improvement, accreditation to the International Customer Service Standard, winners of Customer Service Institute of Australia excellence awards in service innovation; and partnered with PTV to embrace a multimodal customer service delivery approach.

Rob frequently advises on customer focused transport innovation, operator customer focused change management and customer performance benchmarking; Rob is a member of ISBRG (International Suburban Rail Benchmarking Group) and an industry accessibility champion in conjunction with Travellers Aid.

Prior to MTM, Rob previously was the Head of Workforce Development for Racing Victoria, establishing industry skills and accredited training system for the racing industry and Chair of the Industry Training Board, Skills Victoria; and held IR/HR leadership and consulting roles. Rob holds a Masters, International Business University of Melbourne, Graduate Diploma Industrial Relations & Human Resources, Bachelor Arts Anthropology, and Australian Institute of Company Directors program completion.

BA, La Trobe University 2004

Graduate Diploma, RMIT University 2006

Company Directors, Australian Institute of Company Directors 2009

Masters, University of Melbourne 2010