Customer Accessibility and Inclusion Lead

About us

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow- focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

• Annual salary range:
  Commensurate with experience
• Employment type:
  Permanent / Ongoing
• Usual work location:
  180 Lonsdale Street, Melbourne / Work from Home

About the opportunity

As the Customer Accessibility and Inclusion Lead at VicRoads, you will play a pivotal role in shaping inclusive, accessible experiences for all customers. Collaborating closely with cross-functional teams and external partners, you will ensure accessibility is integrated throughout the product and service lifecycle-from strategy to implementation. Your expertise in accessibility standards and inclusive design will be key in identifying barriers, co-designing practical solutions, and embedding best practices across digital and non-digital channels.

In this leadership role, you'll advocate for the diverse needs of customers, employees, and stakeholders by translating research and lived experiences into meaningful change. You'll lead accessibility audits, support capability building, and influence policy and design decisions that drive equity and universal access. This is a unique opportunity to foster a culture of inclusion at scale, ensuring VicRoads' services are not only compliant, but truly equitable, intuitive, and trusted by all.

About you

You are a skilled accessibility and inclusion professional with a passion for equitable service delivery. With a strong foundation in accessibility standards and inclusive design, you bring both strategic vision and practical implementation expertise. You thrive in cross-functional environments and are comfortable leading audits, shaping policy, guiding delivery, and building strong community partnerships. You're a natural advocate for underrepresented voices and can confidently drive cultural and systemic change.

• A relevant tertiary qualification and formal certification in accessibility (e.g., CPACC, CPWA).
• 6+ years' experience applying accessibility and inclusive design across digital, service, and physical environments.
• Deep knowledge of WCAG 2.1/2.2, accessibility legislation, and inclusive design frameworks.
• Proven ability to lead enterprise-wide accessibility strategies, governance, and compliance reporting.
• Experience conducting audits, usability testing with assistive tech, and guiding remediation.
• Strong stakeholder engagement skills, including with community groups and people with lived experience.
• Ability to define KPIs, analyse data, and drive continuous accessibility improvements.

Our culture

Innovation powers progress, but it doesn't come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we're proud our workforce reflects the community we work for.

What we offer

• Salary packaging, Fitness Passport & discounts to hundreds of retailers
• Opportunities for professional and personal development
• Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave

How to apply

We encourage applications from people of all genders, backgrounds and communities. If you need any adjustments to our recruitment process or the role itself, please let us know when applying.

Please submit your application via the "Apply" button. Please note applications close Thursday 13th November 2025.

For a copy of the Position Description please email

Unfortunately, applications cannot be accepted via this email.

VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.
Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.