Customer Lead

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Transport and Planning

**Salary**: $216,376 - $279,238

Occupation: Executive Management

Reference: 3303

**About the Role**
- Reporting to the Program Director, this role will be required to lead a multidisciplinary team of Experience Designers, Marketing and go to Market resources as well as Policy Advisors to deliver a successful transition from the previous ticketing services to the new ticketing solution across the customer journey. The Customer Lead will work in close collaboration with the broader Future Public Transport Ticketing division and other stakeholders within and external to the Department of Transport and draw on the expertise of specialist advisory consultancies.

**About the Future Public Transport Ticketing**

Located within Investment and Technology Group the Future Public Transport Ticketing division operates as a Centre of Excellence for the delivery of the new Statewide public ticketing solution. Our portfolio of Delivery includes all Train, Tram and Bus ticketing across the state. The Future Public Transport Ticketing Division works closely and collaboratively with policy, Commercial Advisory and Operational areas throughout the contracting lifecycle to ensure successful delivery of all State side ticketing requirements within the new ticketing solution.

Position Description, please click here

**Position Outcomes / Accountabilities**
In the role of Customer Lead at the Department of Transport and Planning, you will spearhead the integration of customer-focused design into our new statewide ticketing solution, ensuring seamless user adoption. Your expertise will guide senior executives and Ministers in shaping the future of public transport ticketing, offering strategic insights that highlight potential risks and benefits.

You'll craft crucial communication materials to support strategic goals and collaborate closely with leadership to drive departmental priorities forward. Your leadership will enhance team performance, fostering a culture of diversity, safety, and inclusivity. Your role involves providing strategic advice to high-level stakeholders, managing relationships with key partners across sectors to promote service integration, and leading change initiatives for continuous organizational improvement. Additionally, you'll ensure adherence to policies, budgetary compliance, and the development of effective workforce plans.

**Key Selection Criteria**

**Personal Attributes -**
- Stakeholder Engagement, Accomplished: Identifies, liaises with, and manages various internal and external stakeholder groups impacted by decisions, taking steps to keep interested parties engaged while managing expectations on outcomes. Identifies and manages a range of complex and often competing needs. Facilities innovative solutions to resolve stakeholder issues
- Systems Thinking, Leading: Consider the wider context, break complex topics or situations into smaller parts to gain better insights and inform actions required. Formulates potential courses of action to achieve objectives based on an in-depth understanding of the business environment and its systems; Establishes an integrated perspective of the organisation’s systems and identifies the leverage points where intervention will add value
- Digital and Technological Literacy, Accomplished: Integrate digital and technological developments in the design and delivery of relevant policies, programs, and services
- Resilience - Creates a climate which encourages and supports openness, persistence and genuine debate around critical issues. Provides sound explanation and argument for agreed positions.
- Flexibility and adaptability - Works to find new ways to deliver outcomes; Recognises the merits of different options and acts accordingly; Has courage to alter strategies in situations when there are clear indications of existing strategy may not deliver the best outcome; where significant amount of effort or investment has been put in. Builds commitment of others to adopt new strategies to deliver against outcomes.
- Outcomes Thinking - Is up to date with needs of community and formulates strategies that are aligned to community needs; Removes barriers that prevents achievement of outcomes for the community.
- Working collaboratively - Build a culture of collaboration across the organisation; Looks for and facilitates opportunities to collaborate with external stakeholders; Identifies and overcomes barriers to communication with internal and external stakeholders.
- Promote inclusion - Creates a culture that supports and respects the individuality of others and recognises the benefits of diverse ideas and approaches; Communicates well with, relates to and sees issues from the perspective of people from a diverse range of cultures and backgrounds.
- Self-awareness - Builds strong commitment of others towards continued personal development. Establishes mechanisms that