Manager Customer Experience (005065)

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• Develop and implement Customer Experience, communications and marketing strategies and plan to enhance the Customer Experience and improve uptake of public transport.
• Lead and manage the Customer Experience Team, including human and financial resources to achieve assigned projects and deliver programs.
• Identify best practice Customer Experience initiatives and establish and manage delivery of new customer communication channels, marketing and stakeholder engagement.
• Explore and facilitate strategies to engage and communicate with current and potential users to market the benefits of public transport. This includes providing tools for easier navigation, support network and fare changes, respond to customer feedback and undertake preparedness activities for a statewide ticketing system implementation.
• Develop, implement, manage and review appropriate systems, processes, policies and procedures to support effective and efficient passenger information provision including timetable, network, operator, ticketing and concession information.
• Anticipate, identify, analyse and manage emerging issues relating to public transport customers.  Proactively provide specialist and authoritative advice, solutions and recommendations on complex issues to senior management and relevant staff within the Branch.
• Direct the management and administration of customer enquiries and complaints, to ensure safe and effective delivery of services to the travelling public that meets the terms established by the Crown.
• Prepare a range of high level written documentation and correspondence for a range of audiences including communications and marketing strategies and materials, ministerial responses, operational policies and guidelines, change management plans, reports, digital content and other management reporting as required.
• Collaborate and liaise effectively with other sections of the Branch, Division and Department, and with external stakeholders to support a coordinated approach to the improvement of public transport and a shared understanding of the interface of services with the road network.

• Tertiary qualifications in marketing, communications or related discipline and/or experience in marketing and communications activities
• A current full car driver licence
• Experience or knowledge of passenger transport services.

 Statement of Duties - Manager Customer Experience (005065).docx

 Statement of Duties - Manager Customer Experience (005065).pdf

 Advice to applicants.DOCX

 Advice to applicants.pdf

To apply, please provide a one - two page document outlining your experience skills, and knowledge as they relate to the statement of duties and a copy of your current resume.

Online applications are preferred, please click the blue Apply Now button.

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 Application for Employment (Form 201).DOCX

 Application for Employment (Form 201).pdf