Associate Director, Customer Change and Readiness

1 day ago

Melbourne, Australia Department of Transport and Planning Full time

Location: Melbourne | CBD

Job type: Full Time - Fixed Term

Organisation: Department of Transport and Planning

**Salary**: $182,813 - $248,629

Occupation: Communications, Marketing and Media

Reference: 5355

**About the Role**

**This is a fixed term STS 7 role through till December 2025.**

Do you have a passion for customers and the ability to work collaboratively with multiple stakeholders?

Do you want to be part of the team that opens one of Victoria’s most exciting rail projects - the Metro Tunnel? Then this role could be for you.

The Metro Tunnel is on track to open in 2025 and work is now underway to ensure the network and passengers are ready for new stations, services and journeys.

The Associate Director for the Metro Tunnel Program (MTP) plays a critical role within Customer Communications, leading the Department of Transport and Planning’s (DTP) customer readiness efforts for the MTP. This position is responsible for integrating MTP readiness, passenger information, and education activities into DTP’s operating model while setting the strategic direction for the passenger education program. The role also involves overseeing the delivery of this program by various agencies to ensure seamless and effective communication with passengers.

This position demands a deep passion for customer service, exceptional communication skills, and the ability to engage and collaborate with a wide range of stakeholders. As part of the team responsible for opening one of Victoria’s most significant rail projects, the Associate Director will be a key advocate for achieving the best possible outcomes for customers as the Metro Tunnel Program comes to life.

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

**Positions Outcomes**

In this role, you will lead customer readiness for the Metro Tunnel Project, ensuring a coordinated and customer-centric approach across communications, wayfinding, digital platforms, and customer service. You will oversee the development and execution of comprehensive passenger education programs, including information campaigns, events, and initiatives designed to help passengers navigate the Metro Tunnel and adapt to broader network changes. Your work will focus on integrating these campaigns into the Department of Transport and Planning’s (DTP) operating model, proactively identifying opportunities to enhance passenger education across all channels and touchpoints.

You will engage with key internal and external stakeholders, fostering collaborative partnerships throughout the Metro Tunnel Readiness Program. Your leadership will ensure accurate and effective communication strategies, informed by customer data and research, to address new behaviours and customer impacts. Additionally, you will provide authoritative advice to Departmental Executives, Ministerial Advisers, and other stakeholders, influencing behaviour change and supporting informed decision-making. By championing a diverse, safe, and inclusive culture, you will drive positive outcomes across teams, contributing to the success of the Metro Tunnel Project and delivering a measurable return on investment for DTP.

**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

**How to Apply**

Click the ‘**Apply**’ button and follow the prompts. Applications should include a resume and a cover letter.

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