Title:  Service Experience Manager

About Us  

We create thriving places and connected communities. We plan, build and maintain Victoria’s transport, planning and land services. We are committed to a safe, inclusive and high-performing workplace.  

We welcome applicants from diverse backgrounds and are committed to creating a safe, inclusive workplace where our people can thrive and do meaningful work.  

People, Legal and Governance (PLG) provide business enabling people, legal and corporate services functions, to drive a high-performance culture; timely and accessible legal advice and services and to support integrated operations and portfolio wide programs
 

About the role  

The Service Experience Manager plays a key role in improving how corporate services are experienced across PLG. You will build strong partnerships with senior leaders, understand business needs, and provide strategic advice to help teams navigate services with ease. The role focuses on enhancing service accessibility, simplifying processes and improving the “front door” experience through better guidance and triage. You will gather and interpret customer feedback, analyse performance data, and translate insights into practical improvements. Working collaboratively across teams, you will help resolve systemic issues, support integrated service delivery, and contribute to continuous improvement initiatives. This role also promotes customer-focused thinking and builds capability through clear communication and service education.

What we’re looking for 

We are seeking a highly capable professional with strong leadership in stakeholder management, able to balance complex and competing needs while delivering innovative, client-focused solutions. You will champion service excellence, challenge existing approaches and focus on long-term outcomes for customers. Your ability to communicate with impact will ensure clear, influential advice tailored to diverse audiences. With advanced critical thinking, you will analyse issues in a broader context and deliver practical, sustainable solutions. You bring adaptability, confidently shifting strategies when needed, and foster commitment to change. A strong focus on innovation and continuous improvement underpins your ability to embed quality, drive better ways of working and deliver outstanding results. 

Click  Here:  to access the Position Description.  

Qualifications and experience  

• Tertiary qualifications in business, public administration, management, communications or related discipline (Desirable).
• Experience in corporate or enabling service delivery, stakeholder engagement, business partnering or customer experience is highly regarded.

Pre-employment checks and employment conditions   

Relevant pre-employment screening and reference checks will be required.  

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.  

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.  

Applications close at 11.59pm on Wednesday, 13 May 2026.   

Please include both your resume and a cover letter addressing how your experience addresses each of the key selection criteria for the role. 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 Christina Borzi, Executive Director Business and Assurance via Christina.borzi@transport.vic.gov.au 

Redeployees  
If you are a VPS redeployee, please state this in your cover letter and include your case manager’s contact details. This helps ensure your redeployment status is appropriately considered. For more information on redeployment, visit the Victorian Government policy 

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. We're here to support you