Communications Delivery & Design Lead

at  Transurban

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.
About the role
We’re seeking a Communications Delivery & Design Lead to oversee delivery of Transurban’s outbound communications via our third-party mailhouse, including document composition, email, SMS, archiving and other channels.
This role is crucial in reimagining core customer experiences and enhancing business processes as part of our digital-first strategy.
You’ll manage the Communications Delivery & Design stream, including people management, capacity and quarterly planning, and critical communications processing. You’ll also be responsible for documentation of processes and new initiatives, daily reporting and reconciliation, process mapping and journey optimisation, and developing best practices around project management, governance and documentation.
As our Communications Delivery & Design Lead, you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging, and exciting work.
This is a 12-Month Fixed-Term opportunity.

Day-to-day, you will:

• Act as a subject matter expert in communications process design and delivery
• Document and manage project deliverables, timelines, budget, dependencies, and stakeholders
• Provide support, guidance, and coaching to direct reports
• Identify and implement opportunities for improving communications delivery processes
• Design and document new or revised delivery processes to enhance efficiency and customer experience
• Develop use cases outlining costs, business improvement opportunities, and benefits
• Prepare and present campaign/communication packs, including strategy and optimisation recommendations
• Oversee the build, testing, delivery, billing, and reporting for approved initiatives
• Apply agile principles to ways of working, planning, and delivery of initiatives
• Manage resolution of incidents related to communications delivery and processing
• Manage relationship with third-party mailhouse, ensuring compliance with business requirements, and implement new and monitor existing business rules and processes
• Work with relevant business stakeholders to develop and execute Statements of work for third party vendors / agencies as required

This role will suit someone with a curious mind and transferrable skills and experiences, including:

• Extensive experience managing customer and/or business communications processing and delivery
• Leadership experience with a focus on team management and workflow planning
• Proven relationship management with third-party vendors, such as mail houses
• Excellent organisational skills and demonstrated project delivery experience
• Strong analytical and problem-solving skills
• Attention to detail with the ability to think strategically
• Advanced written and verbal communication skills
• Incident management experience in Service Management or Technical Support roles
• Experience with marketing automation platform/s preferred (preferably Salesforce Marketing Cloud)
• Outcomes-focused with a flexible, ‘can do’ attitude
• Strong stakeholder management and influencing skills
• Possession of a degree in Business discipline, project management certification/s are highly regarded

If you meet some of these requirements, but not all, we encourage you to submit your application.

With a career at Transurban, you’ll enjoy a range of benefits, including:

• A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
• Learning and development opportunities to support your career interests
• Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
• Share offers and insurance benefits
• Social activities, community give-back programs and paid volunteer days

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.
We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.
We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.
If you require any adjustments or support during the recruitment process, please contact us on
careers@transurban.com.
Ready to help us keep cities moving? Apply today.
Job Type:
Fixed Term (Fixed Term)
Closing Date:
17-June-2024 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VI

• Extensive experience managing customer and/or business communications processing and delivery
• Leadership experience with a focus on team management and workflow planning
• Proven relationship management with third-party vendors, such as mail houses
• Excellent organisational skills and demonstrated project delivery experience
• Strong analytical and problem-solving skills
• Attention to detail with the ability to think strategically
• Advanced written and verbal communication skills
• Incident management experience in Service Management or Technical Support roles
• Experience with marketing automation platform/s preferred (preferably Salesforce Marketing Cloud)
• Outcomes-focused with a flexible, ‘can do’ attitude
• Strong stakeholder management and influencing skills
• Possession of a degree in Business discipline, project management certification/s are highly regarde