Title:  Customer Change Manager

About Us  

The Department of Transport and Planning oversees key planning, transport and land use policy decisions across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to; improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.  

We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single department to deliver the best outcomes for Victorians. Together with our portfolio agencies, we are responsible for planning, building, operating and maintaining Victoria’s transport, planning and land services for use by all. We foster a safe, inclusive and constructive place to work. 

About the Group  

Communications and Customer Experience leads best-practice communications and engagement to connect DTP with our people, customers, industry partners and communities. We work collaboratively to enrich our customers’ experience of our services, provide the information people need to get around safely and smoothly, and engage with Victorians about how they live and move, now and into the future  

About the Role  

DTP is delivering a transformational program that will significantly enhance the travel experience for Victorians and visitors to the state. While each project has a delivery team, the Customer Change Manager will oversee all projects to ensure customer changes are coordinated and successfully implemented. 

We’re looking for a motivated, customer-centric and organised person who enjoys working in a productive and fast-paced team environment. The ideal candidate will have a blend of customer strategy experience together with change management. 

The Customer Change Manager will work collaboratively with each project team to align change management across DTP internally and externally, ensuring that the implementation of the program is seamless and well-received. The role will ensure that benefits are realised, and risks and opportunities highlighted. 

Position accountabilities  

• In a complex, fast-changing environment, delivers a portfolio change management strategy including consolidated program, a cross-functional working group and integrated reporting. 

• Ensure an integrated approach to customer change, identifying and mitigating risks while capitalising on opportunities.  

• Align strategies to ensure customer-centric delivery, in line with the needs of the target audience. 

• Builds a culture of collaboration in the team and across the industry with superior communication, working to identify to align the program and overcome barriers with internal and external stakeholders. 

• In line with governance frameworks, simplifies complex subject matter to engage and negotiate with executives and key stakeholders, influencing for customer centric outcomes beneficial to the program. 

• Drives efficiency in delivery, navigating governance effectively and optimising systems and processes. 

• In line with Section 31A of the Public Administration Act 2004 (Vic) other duties may be assigned consistent with employment classification, skills, and capabilities 

To provide greater insight into the role the position description can be found here.    

Qualifications and role specific requirements  

Mandatory  

• Five years’ experience in end-to-end communications and customer experience-based leadership positions culminating in highly developed strategy and communication skills. 

Desirable 

• Appropriate tertiary qualifications and/or experience relevant to the capabilities of the role  

• Postgraduate qualifications in a relevant discipline  

• PROSCI Change Management certification or similar certification  

Pre-employment checks and employment conditions   

All new appointments to the department will be subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where there is a requirement for a mandatory qualification. Information provided to the Department of Transport and Planning will be treated in the strictest confidence consistent with the requirements of the Privacy and Data Protection Act 2014.  

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.  

Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.  

Non-VPS applicants will be subject to a probation period of six months.  

How to apply  

Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application.  
If you encounter any issues, refer to our Quick Reference Guide for step-by-step instructions.  

Applications close at 11.59pm on 7th October 2025