Customer Lead (EO1)

Job posted: 08/02/2024
Applications close: 23/02/2024 (Midnight)
2 days remaining

2 days remaining

Job Description

Location: Melbourne | CBD

Job type: Full Time - Fixed Term

Organisation: Department of Transport and Planning

Salary: $216,376 - $279,238

Occupation: Executive Management

Reference: 3303

Reference: 3303

Occupation: Executive Management

Salary Range: $216,376 - $279,238

Work location: Melbourne | CBD

Reporting to the Program Director, this role will be required to lead a multidisciplinary team of Experience Designers, Marketing and go to Market resources as well as Policy Advisors to deliver a successful transition from the previous ticketing services to the new ticketing solution across the customer journey.  The Customer Lead will work in close collaboration with the broader Future Public Transport Ticketing division and other stakeholders within and external to the Department of Transport and draw on the expertise of specialist advisory consultancies.

The successful candidate will have extensive experience in providing senior stakeholders advice and leading highly functioning multidisciplinary teams to deliver complex government ticketing technology programs, ideally in a public transport/ticketing setting.


About the Future Public Transport Ticketing

Located within Investment and Technology Group the Future Public Transport Ticketing division operates as a Centre of Excellence for the delivery of the new Statewide public ticketing solution. Our portfolio of Delivery includes all Train, Tram and Bus ticketing across the state. The Future Public Transport Ticketing Division works closely and collaboratively with policy, Commercial Advisory and Operational areas throughout the contracting lifecycle to ensure successful delivery of all State side ticketing requirements within the new ticketing solution.

Position Description, please click here

Position Outcomes / Accountabilities
In the role of Customer Lead at the Department of Transport and Planning, you will spearhead the integration of customer-focused design into our new statewide ticketing solution, ensuring seamless user adoption. Your expertise will guide senior executives and Ministers in shaping the future of public transport ticketing, offering strategic insights that highlight potential risks and benefits.

You'll craft crucial communication materials to support strategic goals and collaborate closely with leadership to drive departmental priorities forward. Your leadership will enhance team performance, fostering a culture of diversity, safety, and inclusivity. Your role involves providing strategic advice to high-level stakeholders, managing relationships with key partners across sectors to promote service integration, and leading change initiatives for continuous organizational improvement. Additionally, you'll ensure adherence to policies, budgetary compliance, and the development of effective workforce plans.

Key Selection Criteria

Personal Attributes -

  • Stakeholder Engagement, Accomplished:

Identifies, liaises with, and manages various internal and external stakeholder groups impacted by decisions, taking steps to keep interested parties engaged while managing expectations on outcomes. Identifies and manages a range of complex and often competing needs. Facilities innovative solutions to resolve stakeholder issues

  • Systems Thinking, Leading:

Consider the wider context, break complex topics or situations into smaller parts to gain better insights and inform actions required. Formulates potential courses of action to achieve objectives based on an in-depth understanding of the business environment and its systems; Establishes an integrated perspective of the organisation’s systems and identifies the leverage points where intervention will add value

  • Digital and Technological Literacy, Accomplished:

       Integrate digital and technological developments in the design and delivery of relevant policies,           programs, and services

  • Resilience - Creates a climate which encourages and supports openness, persistence and genuine debate around critical issues. Provides sound explanation and argument for agreed positions.
  • Flexibility and adaptability - Works to find new ways to deliver outcomes; Recognises the merits of different options and acts accordingly; Has courage to alter strategies in situations when there are clear indications of existing strategy may not deliver the best outcome; where significant amount of effort or investment has been put in. Builds commitment of others to adopt new strategies to deliver against outcomes.
  • Outcomes Thinking - Is up to date with needs of community and formulates strategies that are aligned to community needs; Removes barriers that prevents achievement of outcomes for the community.
  • Working collaboratively - Build a culture of collaboration across the organisation; Looks for and facilitates opportunities to collaborate with external stakeholders; Identifies and overcomes barriers to communication with internal and external stakeholders.
  • Promote inclusion – Creates a culture that supports and respects the individuality of others and recognises the benefits of diverse ideas and approaches; Communicates well with, relates to and sees issues from the perspective of people from a diverse range of cultures and backgrounds.
  • Self-awareness - Builds strong commitment of others towards continued personal development. Establishes mechanisms that enable communication of honest and constructive feedback at all levels.

Leadership Capabilities –

  • Leader mindsets - Exemplify behaviours that engage, motivate and inspire employees. Effectively manage difficult situations and maintain a positive organisational culture.
  • Stewardship - Strategically position the public sector to forecast, define, shape & adapt to the future to meet the needs of Victorians.
  • People - Collaborate at all levels. Foster talent and build capability. Champion diversity and equality.
  • Performance - Drive organisational and system performance. Deliver better outcomes for Victorians and adopt a continuous improvement approach.
  • Transport Acumen - Leverage technical excellence by providing accurate and actionable information to each other and our stakeholders that consider the whole transport network.

Qualifications and Experience


  • A relevant tertiary qualification in commerce, finance, economics, business management or related discipline is highly regarded.
  • Demonstrated experience working on major technology projects in public and/or private sectors, preferably in the ticketing sector.

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 employees to effectively contribute to our goals.

How to Apply

Click the ‘Apply’ button and follow the prompts. Applications should include a resume and a cover letter.  Applications close 11.59pm on 23RD Feb 2024. For further information about the role please contact Shane Watson @ shane.watson@transport.vic.gov.au.

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g., large print) due to any viewing difficulties or other accessibility requirements.

Customer Lead (EO1)

Job type:

Full Time - Fixed Term

Job classification:



Not provided

Customer Lead (EO1)