Head Of Customer Experience, Product And Marketing

Working at Transurban is a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.

About the Role

The Head of Customer Experience, Product, and Marketing at Transurban is at the forefront of driving the company's CX strategy, marketing, branding, and customer engagement. You will lead the charge in product and service development, providing strategic direction to the Marketing Communications, Marketing Automation, and Key Accounts teams.

You will champion customer obsession and advocacy, fostering a customer-centric, digitally-native business that operates like a cutting-edge consumer tech company. You will also set enterprise-wide CX priorities, create a framework for generating and prioritizing customer insights, and turn these insights into actionable strategies.

As our Head of Customer Experience, Product, and Marketing, you'll contribute to lasting and positive changes that shape the future of our cities and communities. It's meaningful, challenging, and exciting work.

Day-to-Day, You Will:
- Manage the development of Transurban's CX strategy and lead the delivery of the implementation roadmap- Establish and manage an enterprise-wide CX methodology- Be accountable for the development, delivery, and governance of Transurban's Voice of Customer (VOC) program- Champion the development and delivery of Linkt's retail marketing campaigns- Drive an increased focus on demonstrating the value of toll roads to boost road utilization- Oversee the development of new propositions, products, and services

This Role Will Suit Someone With:
- Tertiary qualifications in marketing, digital, communication, or a similar field- A strong track record in leading, designing, and delivering intentional customer experiences aligned to strategic intent- Experience in critical thinking, strategy development, and the proven ability to translate strategy into action- Experience managing Voice of Customer platforms and associated measurement methodologies- A track record in the development and delivery of new business propositions, products, and services, with experience in natively digital offerings

This role is perfect for someone who is passionate about making a positive impact and driving innovation in customer experience

With a career at Transurban, you'll enjoy a range of benefits, including:
- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well- Learning and development opportunities to support your career interests- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more- Share offers and insurance benefits- Social activities, community give-back programs and paid volunteer days

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

Job Type:
Permanent

Closing Date:
07-Mar-2025 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC