Manager, Digital Experience

Location: Melbourne | CBD

Job type: Ongoing - Full Time

Organisation: Department of Transport and Planning

**Salary**: $130,673 - $174,869

Occupation: Communications, Marketing and Media

Reference: 4395

**About the Role**
DTP is seeking a Manager, Digital Experience to join our Customer Communications Branch within the Communications and Customer Experience Division. As a key member of the leadership team, you will be responsible for developing and maintaining our digital channels' design systems, managing vendor contracts, and ensuring vendor compliance.

This role involves providing leadership and mentoring to a diverse design team, including UX, UI, CX, Service, and Content designers, to create exceptional experiences for customers using Victoria’s transport network. Acting as the Lead Digital Experience Strategist, you will collaborate with Brand and Technology across various projects to enhance customer channels and platforms.

You will establish requirements and practices to ensure a consistent and integrated digital experience delivered by DTP, operators, and projects. From initial concept research in the discovery phase to developing components and driving end-to-end product and channel customer experiences, you will manage stakeholders to ensure top-tier solutions for our customers.

Join us to lead and innovate in delivering outstanding digital experiences within Victoria’s transport network.

**To access the Position Description, please click here.**

**Position Outcomes / Accountabilities**
- Enhanced Customer Experience - has overseen key initiatives, including the development of Experience Standards and the Global Experience Language, across the Department that requires design activity to improve customer experience. The incumbent has considered how digital channels and experiences should connect within the physical environment and how to create seamless and connected handovers between state owned digital channels and 3rd party / industry digital channels. The Manager, Digital Experience has provided strategic direction to ensure that all experiences are delivered in line with the future vision for new or uplifted products, services and Brands.
- Strategy and Planning - has developed, in conjunction Wayfinding and Digital Strategy leads, an overarching channel strategy and complete end-to-end program view spanning digital, data, technology dependencies across internal lead DTP projects, operators and major projects.
- Leadership - Effectively led the performance of people through strengthening capability and engagement; and championing a diverse, safe, inclusive culture aligned with the department’s values.

**Key Selection Criteria**
This strategic leadership role is pivotal in overseeing the development and maintenance of our digital channels' design systems, managing vendor contracts, and ensuring compliance. As a key member of the leadership team, you will provide visionary leadership and mentorship to a diverse design team, including UX, UI, CX, Service, and Content designers, ensuring the creation of exceptional customer experiences across Victoria’s transport network. In your capacity as the Lead Digital Experience Strategist, you will collaborate closely with Brand and Technology teams, driving innovative enhancements to our digital platforms and customer channels.

Your role will be instrumental in establishing requirements and best practices to deliver a seamless and integrated digital experience across DTP, operators, and projects. You will manage the entire lifecycle from initial concept research during the discovery phase to the development and execution of end-to-end product and channel experiences.

This is a unique opportunity to lead and innovate in delivering superior digital experiences within Victoria’s transport network. If you are a strategic thinker with a passion for customer excellence and a track record of driving digital transformation, we invite you to join us in shaping the future of transportation in Victoria.

**Qualifications and Experience**
**Mandatory**
- Demonstrated experience in understanding customer behaviours, uncovering unmet needs, and projecting potential future needs through planning of research and other activities in a physical environment.

**Desirable**
- Demonstrated experience leading an environmental design, Wayfinding, industrial design or user experience function.
- Strong understanding of HCD and design thinking methodologies.
- Excellent presentation, facilitation, and communication skills, including for executive audiences.
- Demonstrated ability to direct and guide the development of requirements and experience design of large-scale infrastructure projects requiring Wayfinding.

**What we offer**
- Meaningful work making Victorian communities more accessible and liveable.
- Professional growth and development opportunities across the department and the wider Victorian Public Service.
- A hybrid working model focused on c