Digital Adoption and Usage Advisor

3 days ago

Melbourne City Centre, Australia Department of Transport Full time

Digital Adoption & Usage Adviser
- Annual Salary Range: VPSG4 $90,067 - $102,192 per annum plus superannuation
- Employment Type: 24 month Fixed Term - Part time
- Usual Work Location: Melbourne, CBD

About the Team
Transport Communications and Experience is a Group within the Department of Transport, that informs, consults and engages our customers, industry partners, employees and the broader community about Victoria's transport programs, projects and services. We enrich Victorians' experience of an integrated transport network by providing information and experiences that support simple, safe, connected journeys.
About the Opportunity
The Digital Adoption and Usage Advisor is responsible for increasing awareness and adoption of DoT's digital products by converting customers from high cost to self-service online channels. Supporting the Senior Digital Adoption and Usage Advisor, they will ensure staff and frontline customer service teams are aware of digital capability and actively support customers to adopt online channels. Working closely with frontline staff, insights and optimisation teams, they will identify high volume customer enquiries and identify opportunties to shift customers to online channels and/or highlight improvement potential to the digital product teams. They will also work closely with Marketing to identify innovative ways to take digital products and/or features to market to increase awareness and adoption of new and existing digital capability.
About You
⦁ Experience in successfully delivering customer service and self-service improvements.
⦁ Strong understanding of digital customer experience, best practice usability, digital content production, device and interface conventions, and web standards including accessibility.
⦁ Familiarity with user testing, customer research, and customer journey development to identify, prioritise and deliver customer experience driven content projects that continually improve customer outcomes, search performance, quality and usability of digital content.
⦁ Experience in the delivery of large-scale projects through multiple customer facing channels.
⦁ Demonstrated experience in implementing digital processes and innovation.
Culture and Benefits
The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life. We are focused on providing a workplace environment that is rewarding, enjoyable, healthy, and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable.
How to Apply

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