Customer Advocacy Analyst

Working at Transurban is different; it’s 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
We are committed to delivering exceptional service and experiences to our customers. We're seeking a dedicated Customer Advocate Analyst to join Customer Experience and Operations team and play a pivotal role in ensuring the smooth operation of our services and minimising the impact of incidents on our customer experience.
As an Customer Advocate Analyst, you will be responsible for communicating the impact and progress of incidents, effectively managing incidents and problem lifecycles, from initial identification and triage through further investigations, documentation, and driving resolution, including remediation activities. Additionally, this role will focus on system release management, encompassing testing, change impact analysis, post-release verification testing, and hypercare activities.
Day-to-day you will:
Be the initial point of contact in incident triage, ensuring a comprehensive understanding of customer impacts
Collaborate with relevant teams to prioritise incidents effectively
Drive incident resolution across all Customer Experience and Operations areas, overseeing remediation activities
Lead post-incident review activities, investigating root causes and implementing solutions
Work collaboratively with the Technology teams and manage the business process and stakeholder communications for an incident during business and non-business hours (via on call support)
Represent the team in Major Incident Management (MIM) situations, ensuring clear communication of actions and impacts
Collaborate with stakeholders to resolve incidents, managing expectations and fostering positive relationships
Implement process improvements and system changes based on Continuous Improvement feedback
This role will suit someone with a curious mind and transferrable skills and experiences, including:
Previous Problem and Incident Management experience
Flexibility required for rotating on-call duties, occasionally outside regular hours, to handle potential urgent incidents
Ability in engaging stakeholders and facilitating meetings/workshops to achieve business objectives
Efficient decision-making, meeting deadlines without compromising quality, and maintaining focus on both details and the big picture
Exceptional written and verbal communications skills, with the proven ability to take complex technical information and translate into simplified terms
Robust analytical, attention to detail, and proficiency in the “office toolset” (i.e. MS Word, MS PowerPoint and MS Excel)
If you meet some of these requirements, but not all, we encourage you to submit your application.
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.
We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on .
Ready to help us keep cities moving? Apply today.
Job Type: Permanent
Closing Date: 11-Feb-2024 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