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SalaryWorking 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’re seeking a Customer Experience Solutions Manager to be accountable for the design, implementation, and ongoing evolution of customer service design strategies for Transurban.
You’ll join an innovative team that continually develops and evolves the proposition Transurban offers to customers.
As our Customer Experience Solutions Manager, 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:
Work with the Senior Manager Customer Experience to define and develop the Customer Experience strategy across all channels and services
Oversee the Linkt Customer Experience strategy and roadmap
Design and oversee implementation of CX processes, frameworks and reporting dashboards
Apply Customer metric (NPS, CSAT, CES) drivers and customer feedback to shape solution design
Lead delivery of key initiatives and solutions in line with strategic plan
Provide general management consultancy across business transformation, performance and operational improvements opportunities
This role will suit someone with a curious mind and transferrable skills and experiences, including:
Experience in leading transformation change focused on the Customer Experience
Experience in service design
Strong stakeholder management skills, including the ability to influence, build credibility and gain commitment
High level commercial skills and acumen
Ability to lead a project team, resolve conflict, handle negotiation effectively and develop collaborative working relationships
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: 12-Mar-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
