Title:  Senior Experience Designer Customer Channels

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.

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.

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 30 June 2027.

The Senior Experience Designer – Customer Channels will play a key role in shaping how customers, staff, and third-party users interact with Victoria’s future Public Transport Ticketing (PTT) system, which will progressively replace Myki with an Account Based Ticketing (ABT) model.

This next-generation system aims to provide greater travel flexibility, support rapid policy changes, and ensure a customer-focused ticketing experience for the next 15 years and beyond.

Reporting to the Senior Project Manager – Customer Channels, the role involves conducting user research, mapping journeys, designing inclusive and accessible digital experiences, and producing clear visual materials to aid stakeholder engagement and user adoption.

The position also contributes to a culture of design excellence by promoting best practices and continuous improvement in delivering user-centred outcomes.

To access the Position Description, please click here.

Position Outcomes / Accountabilities

• Lead the delivery of Human-Centred Design (HCD) activities across PTT Customer Channels, working closely with stakeholders and project teams to design intuitive, inclusive, and accessible experiences for customers, staff, and third-party users.
• Conduct user research to identify actionable insights, inform product decisions, and contribute to a growing evidence base that supports customer-centred service design.
• Translate research findings into user journeys, personas, wireframes, prototypes, and other design artefacts that communicate and test product ideas.
• Collaborate with stakeholders to plan and facilitate usability testing, co-design workshops, and validation sessions, ensuring that customer feedback directly informs design decisions.
• Develop engaging presentations, storyboards, and visual materials that clearly explain system features and design concepts to stakeholders and end users, supporting change management and adoption.

Key Selection Criteria

To be successful in this role, the ideal candidate will demonstrate strong adaptability, a collaborative mindset, and a passion for innovation and continuous improvement.

Success in this role relies on the ability to work closely with diverse stakeholders, translating customer insights into meaningful, user-centred design solutions that enhance service experiences.

We are looking for someone who brings well-developed technical capabilities in Human-Centred Design, stakeholder engagement, and quality assurance, with a keen focus on maintaining high standards and compliance.

The ideal candidate will also thrive in dynamic environments, proactively seeking opportunities to improve systems, processes, and customer outcomes.

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

Culture Value 

We welcome applicants from a diverse range of backgrounds representing the community that we serve, including veterans, parents, carers, First Peoples, people with disability, multicultural, multifaith and LGBTIQA+ individuals. 

As an equal opportunity employer, we are committed to fostering a safe, inclusive, and high-performance culture. Through shared actions and behaviours aligned with our strategy and direction, we empower our people to thrive and meaningfully contribute to the department’s goals. 

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

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 11:59 pm on Tuesday 05 August 2025. 

Please include both your resume and a cover letter. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions. 

For further information about the role, please contact Cole Casper, Senior Project Manager – Customer Channels via Cole.casper@transport.vic.gov.au

Important Information: 

• If you require any adjustments to fully participate in the recruitment process, or need the advert or attachments in an accessible format (e.g., large print), please contact us by phone or email. We're here to support you.