Title:  Customer Lead

About Us

The Department of Transport and Planning oversees key planning, transport and land use policy decisions and management 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.

Investment and Technology is a Group within the Department of Transport and Planning and is responsible for development and negotiation of commercial contracts and services within the department, as well as management of road concessions, to drive high performance and improved commercial outcomes for the State.

About the Project

The Department of Transport and Planning, through Head, Transport for Victoria, has a contracting relationship with our major train operator, Metro Trains Melbourne, managed on behalf of the Victorian Government.   

Agreed and awarded in 2017, this franchise agreement is currently in place until 2027. The Department of Transport and Planning established a project team, MR5, which is comprehensively reviewing the State’s franchise framework. The team will provide options and construct future agreements for implementation following the expiry of the current MR4 franchise agreement. 

The MR4 contract details, among other requirements, the day-to-day operation of services and performance standards; responsibilities about customer service, security and staffing; and maintenance and cleaning.   

The project team will support the Department of Transport and Planning’s regular due diligence and review of existing and future proposed arrangements, ensuring that our contracts are providing the best value for money and enhanced services for the Victorian community.  

We’re focused on outcomes that deliver more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.

About the Role

This is a Fixed Term Position until 28 November 2027

Reporting to the Deputy Project Director, MR5, this role will be required to autonomously lead the development of key deliverables of the Customer workstream and work closely with the broader project team (including specialist advisory consultancies) to deliver on the project objectives.

The successful candidate will have responsibility for:

• Development of customer requirements for MR5 Train and the associated performance regimes (in conjunction with the broader project)
• Gather and analyse information from within DTP and from other sources to support the development of arrangements for the new agreement
• Embedding arrangements that support a consistent customer experience across all transport modes within the Train agreement
• Undertaking as required research to support strategy and requirements
• Leading aspects of the procurement process for MR5 Train to support delivery of outcomes within project timeframes
• Prepare project documentation and advice including submissions to government and internal stakeholder briefings, on the project workstream areas of review/change and other complex commercial / policy matters
• Engaging with, managing expectations of and effectively obtaining input from key stakeholders as required

The successful candidate will augment and collaborate with a high performing team and will have the opportunity to work with closely with individuals of diverse backgrounds and experiences.

To access the Position Description, please click here.

Position Outcomes / Accountabilities

• Authoritative Advice – High quality, authoritative strategic and operational advice provided to Ministers, the Secretary and executive leadership to support transport portfolio objectives and respond to emerging and/or highly complex issues. 

• Stakeholder Management – Critical key internal and external stakeholders have been effectually engaged and collaborative partnerships led across the government, the private sector and with the community to integrate and coordinate policy, regulation, and delivery of services. 

• Transformational Change - Led and contributed to critical and large-scale government and organisational reforms including the assessment of the quality and effectiveness of change initiatives and organisational improvements. 

• Resource Management – Departmental policies and governance frameworks have been complied with, budgets are met and fit for purpose workforce plans delivered. 

• Promote and support safe, inclusive and flexible team operations. 
• In line with Section 31A of the Public Administration Act 2004 (Vic) other duties may be assigned consistent with employment classification, skills, and capabilities

Key Selection Criteria

The DTP is seeking a results-driven professional with accomplished expertise in critical thinking, problem-solving, and project delivery to deliver impactful business outcomes. The ideal candidate excels in influence and persuasion, stakeholder management, and customer-focused approaches, with demonstrated leadership in co-creation and partnership, ensuring successful collaboration across complex, high-profile initiatives.

Qualifications and Experience

Mandatory

• A proven record of developing and implementing customer experience strategies and initiatives, ideally in a public transport setting. 

• Demonstrated experience working on major commercial projects in either public and/or private sectors, including experience with a range of procurement models. 

Desirable

• A relevant tertiary qualification in commerce, finance, economics, business management or related technical or commercial discipline is highly regarded. 

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

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Applications close 11:59 pm on Sunday 04 May 2025. 

Please include a resume and cover letter. All applications must be submitted through the online portal. We’re unable to consider email or manual applications at this time.

For further information about the role please contact Chantal Drysdale, Deputy Project Director (MR5) via chantal.drysdale@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 by phone or email if you need any adjustments to fully participate in the recruitment process. If you require the ad or any attachments in an accessible format (e.g., large print) due to viewing difficulties or other accessibility needs, we are happy to accommodate.