Title: Service Experience Senior Officer
Requisition ID: 11380
Work Type: Ongoing Full Time
Fixed Term Period: Not Applicable
Location: Melbourne - CBD
Date Posted: 13 Aug 2026
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.

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.
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
Significant 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.

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📌 Service Experience Senior Officer (Melbourne)
🏢 Department of Transport and Planning
📍 Melbourne