Service Experience Senior Officer

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.   

About the role
As the Service Experience Senior Officer, you’ll build trusted relationships across the department to understand what people need from PLG services and identify opportunities to make those services simpler, clearer and easier to navigate.

Working across People, Legal and Governance, you’ll bring together customer feedback, service data and stakeholder insights to identify trends, recurring issues and opportunities for improvement. You’ll turn these insights into practical recommendations and help teams deliver changes that improve service quality and customer experience. You’ll also contribute to service standards, customer journey improvements, engagement activities, communications and capability-building initiatives. It’s an opportunity to work across a broad range of PLG services, influence how they are experienced by customers and contribute to more integrated ways of working.

What we’re looking for
You’re someone who: 

• Build and maintain strong relationships with stakeholders, working collaboratively to understand needs and deliver practical solutions.
• Put customers at the centre by identifying opportunities to improve services and enhance the customer experience.
• Communicate clearly and effectively, tailoring information to different audiences to support informed decision-making.
• Think critically to analyse issues, identify trends and develop practical, evidence-based solutions.
• Be adaptable and proactive, embracing change and contributing to continuous improvement and innovation.

Click here to access the Position Description. 

Qualifications and experience
You’ll bring: 

• Experience in corporate or enabling service delivery, stakeholder engagement, business partnering, customer experience or business improvement.
• Relevant tertiary qualifications in business, public administration, management, communications or a related field are desirable.
• Drive business improvements through effective communication and stakeholder engagement including facilitating workshops, developing and analysing surveys, interpreting data and preparing reports and briefs.

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 Thursday 27th August 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 Sarah Fallon, Manager, Service Experience at ************@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.