Title:  Experience Design Analyst

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.

About the group

Network Design and Integration delivers transport priorities through the planning, development and maintenance of an integrated pipeline of projects and strategic initiatives that provide safe, efficient and sustainable outcomes to all Victorians.

Position purpose and context

The Public Transport Ticketing (PTT) System will ensure Victoria has a ticketing system that is fit for purpose for 15 years and beyond to meet customers’ expectations and the challenges of the transport network, while facilitating the efficient collection of fare revenues and unlocking potential benefits.

The PTT system will replace the existing Myki system with Account Based Ticketing (ABT), where customer information is stored in a centralised back-office system. ABT will enable greater travel choice for customers as well as flexibility to implement fare and policy changes quickly and to introduce new products. The FPTT system will be rolled out progressively.

Reporting to the Senior Project Manager – Customer Channels , the purpose of the Experience Design Analyst role is to manage and oversee the research activity for the Public Transport Ticketing Project.

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, full-time position until 30 June 2027.

The Experience Design Analyst will be responsible for managing and overseeing the delivery of Human-Centered Design (HCD) activities by external suppliers, ensuring that all design processes and outcomes align with user needs, organisational objectives, and quality standards. This role requires a strategic thinker with a strong background in HCD methodologies, excellent communication and coordination skills, and the ability to collaborate effectively with both internal stakeholders and external partners.

In addition, you will encourage and promote quality excellence within the team, ensure that work practices are effective and consistent, and that best practice is identified and shared.

The Experience Design Analyst role reports to the Senior Project Manager – Customer Channels.

To access the Position Description, please click here

Position Accountabilities

We are seeking an experienced Human-Centred Design (HCD) professional to oversee and coordinate the delivery of HCD activities by external suppliers, ensuring outcomes align with user needs, project objectives, and quality standards. In this role, you will collaborate with stakeholders to shape engaging customer experiences, review and approve key HCD deliverables, monitor supplier performance, and lead user research and testing activities. You will play a critical role in translating insights into actionable design solutions while promoting inclusive, customer-centric design practices and ensuring compliance with relevant policies and frameworks.

Key Selection Criteria –

The Department of Transport and Planning is seeking a motivated and adaptable Experience Design Analyst to support the delivery of Human-Centred Design (HCD) initiatives across customer channels. In this role, you will work collaboratively with internal teams and external suppliers to ensure HCD activities align with user needs, project objectives, and quality standards. You will contribute to customer research, review design outputs, support testing, and help translate insights into improved customer experiences. We’re looking for someone who thrives in dynamic environments, embraces innovation, and actively supports continuous improvement and knowledge sharing to drive better design outcomes.

TECHNICAL CAPABILITIES

Stakeholder Engagement (Applied) Engages with stakeholders to gather insights, ensure alignment, and foster collaboration throughout the design process.

Customer Insights & Behaviours: Accomplished

• Assesses new and alternative customer insight systems and data sources to ensure reliable information.
• Transforms data and research outcomes into customer insights that inform customer-facing solutions and strategies.
• Demonstrates creative and analytical skills and considers a range of approaches.
• Ensures compliance with relevant legislative obligations.

Human Centred Design: Applied

• Collaborates with various functions to understand and develop transport solutions which enable positive end user experiences and satisfaction.
• Develops concepts for user interactions and experiences using a product, system or service.
• Applies human-centered design methods, for example, customer journeys, pain point identification and affinity mapping.

Quality Assurance (Applied) Monitors and evaluates the quality of design deliverables to ensure they meet established standards and user expectations.

Qualifications and Experience

Mandatory

• 4+ years’ experience in HCD, with at least 2 years in a coordination or oversight role.

• Formal qualifications in Design, Human-Computer Interaction or a related field with a strong understanding of HCD methodologies and principles.
• Excellent organisational and coordination skills.
• Effective communication and interpersonal skills. 

Desirable

• Knowledge and experience with applying user-centered design processes within fast paced projects.
• Experience in Transport projects
• Experience in managing Supplier performance  and relationships

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 11.59pm on Tuesday, 8th of July 2025. 

All Applications should include a resume and a cover letter. For further information about the role please Cole Casper - Senior Project Manager Customer Channels via cole.casper@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.