Manager, Digital Experience

Organisation: Department of Transport and Planning

Occupation: Communications, Marketing and Media

Reference: 4395

About the Role
DTP is seeking a Manager, Digital Experience to join our Customer Communications Branch within the Communications and Customer Experience Division. As a key member of the leadership team, you will be responsible for developing and maintaining our digital channels' design systems, managing vendor contracts, and ensuring vendor compliance.

This role involves providing leadership and mentoring to a diverse design team, including UX, UI, CX, Service, and Content designers, to create exceptional experiences for customers using Victoria’s transport network. Acting as the Lead Digital Experience Strategist, you will collaborate with Brand and Technology across various projects to enhance customer channels and platforms.

You will establish requirements and practices to ensure a consistent and integrated digital experience delivered by DTP, operators, and projects. From initial concept research in the discovery phase to developing components and driving end-to-end product and channel customer experiences, you will manage stakeholders to ensure top-tier solutions for our customers.

Join us to lead and innovate in delivering outstanding digital experiences within Victoria’s transport network.

Position Outcomes / Accountabilities 
• Enhanced Customer Experience – has overseen key initiatives, including the development of Experience Standards and the Global Experience Language, across the Department that requires design activity to improve customer experience. The incumbent has considered how digital channels and experiences should connect within the physical environment and how to create seamless and connected handovers between state owned digital channels and 3rd party / industry digital channels. The Manager, Digital Experience has provided strategic direction to ensure that all experiences are delivered in line with the future vision for new or uplifted products, services and Brands. 
• Strategy and Planning – has developed, in conjunction Wayfinding and Digital Strategy leads, an overarching channel strategy and complete end-to-end program view spanning digital, data, technology dependencies across internal lead DTP projects, operators and major projects.
• Maturity of Practice – Is relentless in the application of core experience and channel principles. Has built a design system and engagement model that harnesses the collective power of designers from various projects across the organisation and embedded human-centered design methodologies across the organisational value chain. 
• Leadership – Effectively led the performance of people through strengthening capability and engagement; and championing a diverse, safe, inclusive culture aligned with the department’s values.

Key Selection Criteria 
This strategic leadership role is pivotal in overseeing the development and maintenance of our digital channels' design systems, managing vendor contracts, and ensuring compliance. As a key member of the leadership team, you will provide visionary leadership and mentorship to a diverse design team, including UX, UI, CX, Service, and Content designers, ensuring the creation of exceptional customer experiences across Victoria’s transport network. In your capacity as the Lead Digital Experience Strategist, you will collaborate closely with Brand and Technology teams, driving innovative enhancements to our digital platforms and customer channels.

Your role will be instrumental in establishing requirements and best practices to deliver a seamless and integrated digital experience across DTP, operators, and projects. You will manage the entire lifecycle from initial concept research during the discovery phase to the development and execution of end-to-end product and channel experiences.

We are looking for a candidate with a strong background in strategic planning, innovation, and continuous improvement. You should possess a deep understanding of customer-focused design and demonstrate excellence in managing people, leading organisational change, and fostering collaboration. Key personal attributes include resilience, outcomes-oriented thinking, and the ability to cultivate a collaborative culture.

This is a unique opportunity to lead and innovate in delivering superior digital experiences within Victoria’s transport network. If you are a strategic thinker with a passion for customer excellence and a track record of driving digital transformation, we invite you to join us in shaping the future of transportation in Victoria.

Qualifications and Experience
Mandatory 
• Demonstrated experience in understanding customer behaviours, uncovering unmet needs, and projecting potential future needs through planning of research and other activities in a physical environment.

Desirable 
• Demonstrated experience leading an environmental design, Wayfinding, industrial design or user experience function.
• Strong understanding of HCD and design thinking methodologies.
• Excellent presentation, facilitation, and communication skills, including for executive audiences.
• Demonstrated ability to direct and guide the development of requirements and experience design of large-scale infrastructure projects requiring Wayfinding.

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 Service.
• A hybrid working model focused on collaboration and teamwork.
• Optimal work-life balance initiatives including flexible working arrangements.
• 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
DTP Employees or DTP Affiliates with Vic Gov People login details

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Non-DTP employees (Including VPS outside of DTP) 

Create an account by clicking the ‘Apply’ button and follow the prompts.

For help, click here  for a Quick Reference Guide on how to apply.

Applications close 11.59pm on Monday, 1st June 2024. All Applications should include a resume and a cover letter. For further information about the role please contact  Kieran Clarke - Director, Digital Channels and Content via [email protected]. 

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.

[email protected] - Director, Digital Channels and Content Kieran Clarke - N/A