Manager (Customer Advocacy)

Transport and Main Roads (Organisation site ( http://www.tmr.qld.gov.au/ ) )
Customer Solutions; Passenger Transport Strategy & Technology; TransLink; Brisbane
You will lead the Customer Advocacy team in the development, implementation and delivery of Customer Advocacy and Customer Experience initiatives within TransLink Division.


Transport and Main Roads' (TMR) vision is to create a single integrated network accessible to everyone. We are delivery focused, united by our purpose to make a difference to the lives of Queenslanders.
Every day is different and so are our teams. We foster an inclusive workplace culture and will support you to grow and develop in your career while maintaining a healthy work-life balance.
TMR is committed to reconciliation and creating a workplace that empowers Aboriginal peoples and Torres Strait Islander peoples to thrive.
We strongly encourage applicants from all life experiences and backgrounds to apply.
Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.
About us
The Customer Advocacy team champions our customers within the organisation and key partners, ensuring customer needs drive decision-making and enhance overall experiences. The team take the lead on developing customer strategies, fostering a customer-centric culture, identifying customer experience improvement opportunities, and driving their implementation.
Key responsibilities
You will lead the Customer Advocacy team in the development, implementation and delivery of Customer Advocacy and Customer Experience initiatives within TransLink Division.
Your responsibilities will include:
1. Lead and develop a small team that advocates for customers across the organisation, ensuring customer needs are understood and appropriately considered in decision making.
2. Develop customer strategies, tools, resources and frameworks to enhance the overall customer experience (including personas, journey maps, training materials, and human centred design frameworks).
3. Proactively identify customer problems to be solved, lead collaboration with stakeholders to design solutions, and drive their implementation.
4. Embed best practice customer centricity across Translink and with stakeholder organisations, fostering a customer focused culture.
5. Through strong relationships, influence diverse stakeholders to drive positive customer outcomes.
About you
We recognise and celebrate that everyone is unique and seek the applicant best suited to the role. We will assess your experience, knowledge and acquired skills, as well as your potential for development and your personal qualities. To thrive in this role, you will need to demonstrate the following:
• Demonstrated proficiency in customer strategy, experience, advocacy and / or service design, with a track record of successfully developing and implementing these practices.
• Exceptional interpersonal and communication skills.
• Strong experience building relationships and influencing a diverse range of stakeholders.
• Proven ability to lead and develop a small team to deliver a diverse range of activities.
• Ability to prioritise and project-manage a diverse range of activities.
Applications to remain current for 12 months.
Job Ad Reference QLD/592589/24
Closing Date: Thursday, 3 October 2024 Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights ( https://www.forgov.qld.gov.au/humanrights ) and diversity ( https://www.forgov.qld.gov.au/inclusion-and-diversity-commitment ) .
Please ensure you download all attachments and follow the instructions on how to apply.
DocumentsBefore applying for this vacancy please ensure you read the documents below.
applicant-guide (PDF, 306KB) ( https://smartjobs.qld.gov.au/jobtools/b_fileupload.proc_download?in_file_id=37641857&in_servicecode=CUSTOMSEARCH&in_organid=14904&in_sessionid=0&in_hash_key=EF184458FC8437F7C8B28ADE0DFA0705 )


592589 24 - Role Description (Word, 515KB) ( https://smartjobs.qld.gov.au/jobtools/b_fileupload.proc_download?in_file_id=37642132&in_servicecode=CUSTOMSEARCH&in_organid=14904&in_sessionid=0&in_hash_key=98B9802831469FAC2E3E41751DC20593 )


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