Manager Customer Readiness

Location: Melbourne | CBD

Job type: Full Time - Fixed Term

Organisation: Department of Transport and Planning

**Salary**: $134,593 - $180,115

Occupation: Communications, Marketing and Media

Reference: 6045

**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

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

**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 liveable
- Professional growth and development opportunities across the department and the wider Victorian Public Services
- A hybrid working model focused on collaboration and teamwork
- Optimal work-life balance initiatives including flexible working arrangements
- Opportunity to work across multiple urban and suburban hubs
- We prioritise the development of a safe and inclusive culture

**Culture 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 emp