Senior Manager, Customer Experience & Product

Working at Transurban is a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions, building and operating safer, smarter, and more sustainable roads to solve pressing transport challenges that are slowing cities down.    

About the role   
  

We’re seeking a Senior Manager – Customer Experience and Product to lead the development and delivery of customer experiences and products. You will establish CX priorities, generate and act on customer insights, and ensure alignment with strategy. To be successful, you will need strong leadership and negotiation skills.

You’ll join a team that supports the establishment of enterprise-wide CX priorities.

As our Senior Manager – Customer Experience and Product you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging and exciting work. 

Day-to-day, you will:   

• Provide vision and leadership for the CX team, establishing and managing an enterprise-wide CX methodology

• Accountable for the delivery, governance, and optimization of Transurban's Voice of Customer program

• Act as the Customer Lead to drive a more customer-centric culture through programs, frameworks, insights, and tools

• Collaborate with Product Owners to develop and maintain a product roadmap, create prototypes to test ideas, and reduce risks and costs

• Own the Customer Experience budget, manage supplier agreements, track costs, and ensure campaigns stay within budget

This role will suit someone with a curious mind and transferrable skills and experiences, including:   

• 10+ years’ experience in Customer Experience, Product, Experience Design, or similar role

• 5+ years’ experience in leading/managing people

• Strategic thinker – demonstrated critical thinking, strategy development and proven ability to translate strategy into action

• Experience managing Voice of Customer platforms and associated measurement methodologies, using insights to drive customer experience improvements and organisational change

• Track record in the development and delivery of new business propositions, products and services, with experience in natively digital offerings

With a career at Transurban, you’ll enjoy a range of benefits, including:   

• A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year  

• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well 

• Learning and development opportunities to support your career interests 

• Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more 

• Share offers and insurance benefits 

• Social activities, community give-back programs and paid volunteer days 

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.  

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns. 

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. 

If you require any adjustments or support during the recruitment process, please contact us on [email protected].  

Ready to help us keep cities moving? Apply today. 

Job Type:

Permanent

Closing Date:

13-Mar-2025 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location:

Melbourne CBD & Inner Suburbs Melbourne VIC