A Queensland Government department is seeking an experienced Manager – Customer Ticketing Experience to support the delivery of new ticketing and payment solutions for public transport customers across South East Queensland. This is a key customer-focused role responsible for ensuring customer needs are represented throughout solution design, delivery and transition. You will help shape how customers understand, access and adopt improved digital ticketing and account management services.

Working across program, technology, operations, communications, marketing, contact centre and stakeholder teams, you will develop and coordinate customer implementation and transition activities while ensuring customer-facing information is accurate, accessible and consistent across all channels.

Key responsibilities

- Represent customer needs throughout solution design, testing, implementation and optimisation.
- Develop and coordinate customer implementation and transition plans.
- Identify customer impacts, risks, dependencies and readiness requirements.
- Translate customer insights, operational evidence, policy settings and business requirements into clear customer journeys and delivery priorities.
- Coordinate customer communications, education, adoption, channel readiness and post-implementation support.
- Develop and quality-assure customer information, web content, FAQs, campaign material, contact centre scripts and stakeholder communications.
- Work with technical teams and external vendors to clarify customer requirements and review deliverables.
- Coordinate stakeholder input, governance activities, approvals and dependencies across multiple workstreams.
- Prepare clear and accurate briefings and advice for senior stakeholders and decision-makers.

About you





You will bring substantial experience across customer experience, service transition, communications within government or another large, complex service-delivery setting. Ideally, you will demonstrate:

- Experience leading customer-focused activities within a complex technology, digital, payment or service transformation.
- Strong capability in customer implementation, transition, communications, education and adoption planning.
- The ability to convert complex technical, operational and policy information into clear and accessible customer communications.
- Highly developed writing, editing and quality-assurance skills.
- Experience developing customer journeys and using customer insights to influence solution and delivery priorities.
- Knowledge of government communications, marketing, assurance and approval processes.
- Strong stakeholder engagement, consultation, facilitation, negotiation and influencing skills.
- The ability to work effectively across technology, operations, policy, communications, marketing and customer service teams.
- Sound judgement and the ability to manage sensitive issues, competing priorities and demanding deadlines.

Experience within public transport, ticketing, digital payments, customer account platforms or other high-volume customer service environments would be highly regarded.

- Contract period: 12 October 2026 to 26 June 2027 another 6 Month extension
- Hybrid working: Minimum three days per week in the Brisbane office, with remaining days able to be WFH

Apply now Please submit your current CV outlining your relevant customer experience, service transition and transformation delivery experience. For a confidential discussion, please contact Leisa Collins at Aspirante, 0439 074 or *@aspirante.com.au.

📌 Customer Experience Manager - Ticketing (Brisbane)
🏢 Aspirante
📍 Brisbane