Manager Customer Readiness
Vor 6 Tagen
Company description: About Us The Department of Transport and Planning oversees key planning, transport and land use policy decisions and management across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.
Job description: Communications and Customer Experience Division is dedicated to engaging and informing Victorians, partners, and employees about key transport and planning initiatives. By providing clear information and enriching experiences, the division supports seamless, safe journeys and vibrant, connected communities across Victoria.
We're focused on outcomes that deliver more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.
About the Role This is a Fixed Term Position until 31st of December 2025 Are you passionate about customer experience and skilled in guiding people through significant change? Join the team leading the way in preparing Victorians for the Metro Tunnel's exciting launch in 2025
As Manager Customer Readiness for the Metro Tunnel Program, you'll play a pivotal role in developing and executing customer readiness strategies, ensuring passengers are well-informed and prepared for new stations, services, and journeys. You'll coordinate customer-focused efforts across the Department of Transport and Planning, Operators, and VIDA, fostering strong stakeholder relationships and delivering clear, consistent information. Lead this vital customer journey in one of Victoria's most transformative rail projects
Position Outcomes / Accountabilities Lead the Customer Readiness strategy for the Metro Tunnel Program including identifying the whole of network behaviour change requirements, understanding the impact of change on each customer cohort and coordinating the tactical response to the change through DTP, Operator and VIDA customer channels.Lead the customer experience change agenda for the Metro Tunnel Program by driving effective collaboration with industry stakeholders, connecting multiple parties and sources of information to develop an end-to-end customer readiness approach.Work across the Metro Tunnel Program and DTP business units to ensure comprehensive customer communication and passenger information plans are developed to support customer journeys, including creating overarching customer communications plans as required.Identify and work across DTP business units to formulate responses to new and emerging issues impacting customer readiness.Be informed by customer research and insights to drive a program of continuous improvement.Work effectively in a cross-functional and distributed team environment.Contribute to a positive, collaborative and inclusive work environment.In line with Section 31A of the Public Administration Act 2004 (Vic) other duties may be assigned consistent with employment classification, skills, and capabilities.Key Selection Criteria The Manager Customer Readiness - Metro Tunnel Program will lead the development and execution of customer readiness strategies, ensuring passengers are prepared for the Metro Tunnel's launch. In this role, you'll drive service excellence by anticipating and exceeding customer needs, deliver impactful communication tailored to diverse audiences, and develop strategic solutions in complex, cross-government contexts. You'll use your influence to secure buy-in from key stakeholders and leverage a deep understanding of political and organisational dynamics to prepare for emerging challenges. A collaborative leader, you'll foster teamwork and design community-focused strategies that ensure the best outcomes for all Victorians.
Qualifications and Experience Desirable An appropriate tertiary qualification or equivalent experience in marketing, communications, or similar discipline.Advanced knowledge of the operations of the transport network.What we offer Meaningful work making Victorian communities more accessible and liveableProfessional growth and development opportunities across the department and the wider Victorian Public ServicesA hybrid working model focused on collaboration and teamworkOptimal work-life balance initiatives including flexible working arrangementsOpportunity to work across multiple urban and suburban hubsWe prioritise the development of a safe and inclusive cultureCulture Value We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.
How to Apply Click the 'Apply' button and you'll be redirected to a new platform and create an account.
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Applications close 11.59pm on Monday, 20th January 2025.
Please include a resume and cover letter. All applications must be submitted through the online portal. We're unable to consider email or manual applications at this time.
For further information about the role please contact Hanna Seaborne - Associate Director, Customer Change and Readiness - Metro Tunnel Program via ******. Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.
Please let us know by phone or email if you need any adjustments to fully participate in the recruitment process. If you require the ad or any attachments in an accessible format (e.g., large print) due to viewing difficulties or other accessibility needs, we are happy to accommodate.
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