Join Us as our Customer Experience Manager!

Are you ready to make a meaningful impact? As the Customer Experience Manager at the North East Link State Tolling Corporation (STC), you will play a pivotal role in shaping and enhancing the customer journey. You’ll lead the design and implementation of customer-focused solutions, such as payment solutions and omnichannel engagement, that ensure a seamless transition of the North East Link (NEL) asset from the Delivery Phase into Operations.

Reporting directly to the Director of Strategy, you will provide expert guidance on the customer experience and journey, service delivery and operational improvements, ensuring that every interaction with STC is seamless and efficient.

About the Role:

This role is responsible for designing and implementing strategies that enhance customer service and operational processes. You’ll collaborate closely with teams such as Revenue, Commercial & Legal and Operational Readiness find solutions for payments, engagement with customers and no arrangement travel, just to name a few. You will need to define the customer journey and use data and analytics to suggest ways STC can engage with road users.

You’ll be a key influencer in defining how customers engage with STC, leveraging insights, service design principles, and innovation to improve customer service operations, issue resolution, and overall service delivery.

What You’ll Be Doing:

Design and execute innovative customer service strategies, encompassing retail channels, toll products, and issue resolution.

Develop a comprehensive understanding of project concession documents to inform customer management and marketing initiatives.

Provide timely and expert advice on customer experience to key stakeholders within the organisation.

Provide input into customer related KPIs and targets.

Profile and analyse customer data to enhance strategic decision-making.

Establish robust customer complaint and hardship resolution processes.

Drive the customer service procurement strategy, including contract assessments and KPI negotiations.

What Makes you the Perfect Fit?

You’re a strategic and analytical thinker with a proven track record in delivering customer experience and customer service. Your ability to navigate complex stakeholder landscapes and translate operational challenges into actionable solutions sets you apart. Ideally, you have:

Expertise in establishing customer resolution processes and the ability to implement tailored solutions.

Strong experience in developing commercially sound customer solutions and evaluating their operational impacts.

Insight into toll road customer service operations and roaming road systems, or similar (i.e., telecommunications, utilities) is highly regarded.

Strong communication skills, enabling you to articulate complex principles effectively.

A Bachelor’s Degree (or equivalent) in Business, Commerce, Marketing or other associated discipline.

Who Are We?

At STC, we’re more than a statutory organisation—we’re pioneers shaping the future of transport in Victoria.

Tasked with acting as the asset-owner of the North East Link road on completion, we will be responsible for managing and controlling the use of and access to, operating and maintaining and setting and collecting tolls for the North East Link road.

Our vision is to be best-in-class asset owner-operators, guided by our core values: Collaboration, Innovation, Excellence, and Respect. We’re building a workplace that’s fair, flexible, and inclusive, where your contributions matter.

Why Choose STC?

This is a rare opportunity to be part of a dynamic team at the forefront of change. We offer:

Flexible working arrangements to support your work-life balance.

A chance to contribute to one of Victoria’s most exciting infrastructure projects.

A welcoming, high-performing team that values collaboration and excellence.

Personal and professional development, including a guaranteed Learning Budget to grow your skills every year!

STC is committed to equal employment opportunity, and we welcome applicants from all backgrounds, including First Nations people. As a statutory organisation, STC upholds public sector employment principles, ensuring fair and reasonable treatment of everyone.

How to Apply:

Apply today and be part of a team shaping Victoria’s future. To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) summarising their skills and relevant experience.

For further information please contact [email protected].

Please note this is a 2-year fixed-term contract position.

A National Criminal Records Check, Misconduct Screening, and Qualification Check will be conducted as part of the recruitment process. Applicants must be Australian Citizens, Permanent Residents, or hold a valid work permit or visa.