📌 Core Information
🔹 Job Title: Behaviour Change Communications Lead
🔹 Company: Transurban
🔹 Location: Melbourne Docklands, Melbourne CBD & Inner Suburbs, Melbourne VIC
🔹 Job Type: Full-time
🔹 Category: Communications & Marketing
🔹 Date Posted: 2025-04-15
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Developing customer-friendly content across multiple channels to drive behavioral change and desired actions
- Managing end-to-end production of key customer communications
- Collaborating with internal and external stakeholders to deliver best-practice customer communications
- Analyzing results and optimizing insights to improve communication performance
- Contributing to team's Agile ways of working and managing personal workflow through collaboration tools
ASSUMPTION: This role requires a strong focus on customer-centric communication strategies and cross-functional collaboration to drive engagement and conversion.
📋 Key Responsibilities
✅ Develop customer-friendly, on-brand content across multiple channels (email, post, SMS, in-app, website, digital, IVR) that encourages behavioral change and drives desired actions
✅ Use customer data and insights to create segmented, personalised communications that enhance engagement with Linkt's value proposition
✅ Design and deliver customer communications and engagement activities supporting acquisition initiatives and non-arranged travel (NAT) programs
✅ Manage end-to-end production of key customer communications in collaboration with stakeholders and delivery teams
✅ Champion the brand proposition across communication channels and coordinate the development, design, approval, and distribution of customer communications
✅ Collaborate effectively with internal stakeholders (Marketing Technology, Customer Insights, Digital, Legal) and external partners to deliver best-practice customer communications on brief, on time, and on budget
✅ Track, manage, and report against communication initiatives, analyzing results and optimizing insights to improve performance
✅ Contribute to team's Agile ways of working, including showcases, retrospectives, and quarterly planning while managing personal workflow through collaboration tools
ASSUMPTION: This role involves a mix of creative and analytical tasks, requiring strong project management skills and the ability to work effectively with diverse stakeholders.
🎯 Required Qualifications
Education: Undergraduate degree in Communications, PR, Marketing, or a related discipline
Experience: Experience in communications-related roles
Required Skills:
- Exceptional writing, editing, and proofreading skills with expert language abilities across corporate and consumer audiences
- Strong project management skills with the ability to prioritize and balance multiple projects simultaneously in a fast-paced environment
- Demonstrated experience working with diverse stakeholders within complex business landscapes and legislative frameworks
- Experience analyzing data and using actionable insights to create effective communications initiatives with a problem-solving attitude
Preferred Skills:
- Experience working in the transport or toll road industry
- Familiarity with Agile methodologies and collaboration tools
ASSUMPTION: Candidates with a strong portfolio showcasing their writing and communication skills will be highly competitive for this role.
💰 Compensation & Benefits
Salary Range: AUD 90,000 - 110,000 per annum (based on industry standards for a role of this level and location)
Benefits:
- 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 career interests
- Health and wellbeing support – access to Headspace and EAP program, wellness facilities, and more
- Share offers and insurance benefits
- Social activities, community give-back programs, and paid volunteer days
Working Hours: 37.5 hours per week, with flexibility for work-life balance
ASSUMPTION: The provided salary range is an estimate based on industry standards for a role of this level and location. Actual compensation may vary based on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Transurban operates in the transport and toll road industry, focusing on creating city-sized solutions to build and operate safer, smarter, and more sustainable roads.
Company Size: Transurban has 1,001-5,000 employees, providing a mid-sized company environment with opportunities for growth and collaboration.
Founded: 1996, with a history of developing and operating toll roads, conducting safety and mobility trends research, and advocating for more sustainable transport solutions.
Company Description:
- Australian-owned toll road operator and developer
- Focused on connecting people with the places they want to go, as quickly and safely as possible
- Committed to enhancing liveability in the areas where they operate
Company Specialties:
- Toll road development and operation
- Transport and mobility research
- Community engagement and collaboration
Company Website: https://www.transurban.com
ASSUMPTION: Transurban's focus on sustainability and community engagement provides opportunities for candidates interested in making a positive impact on urban environments.
📊 Role Analysis
Career Level: This role is suitable for early to mid-career professionals with 2-5 years of experience in communications-related roles.
Reporting Structure: The Behaviour Change Communications Lead will report to the Head of Customer Communications and work closely with various internal and external stakeholders.
Work Arrangement: This role is on-site, with opportunities for flexible working arrangements and a focus on work-life balance.
Growth Opportunities:
- Progression to senior communication roles within Transurban or related industries
- Expanding skills and expertise through learning and development opportunities
- Gaining experience working on high-impact projects that shape urban transport solutions
ASSUMPTION: This role offers strong potential for career growth and development within a dynamic and evolving industry.
🌍 Location & Work Environment
Office Type: Transurban's Melbourne office is located in the Melbourne Docklands, offering a modern and collaborative work environment.
Office Location(s): Tower 5, 727 Collins Street, Melbourne, Victoria 3008, AU
Geographic Context:
- Melbourne is the second-most populous city in Australia, with a thriving cultural scene and diverse neighborhoods
- The Melbourne Docklands is a vibrant urban precinct with easy access to public transportation, shopping, and dining options
- Melbourne has a temperate oceanic climate, with mild summers and cool winters
Work Schedule: Standard business hours, with flexibility for work-life balance
ASSUMPTION: The Melbourne Docklands location offers a convenient and engaging work environment, with easy access to public transportation and nearby amenities.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- In-person or virtual interview with the hiring manager and a panel of stakeholders
- Background check and reference check (if applicable)
Key Assessment Areas:
- Writing and communication skills
- Project management skills
- Stakeholder collaboration and management
- Data analysis and problem-solving abilities
Application Tips:
- Tailor your resume and cover letter to highlight your relevant skills and experiences for this role
- Provide examples of your writing and communication skills, showcasing your ability to create engaging and effective customer communications
- Demonstrate your understanding of Transurban's mission and values, and how your skills and experiences align with the company's goals
ATS Keywords: Behaviour Change, Communications, Customer Engagement, Content Development, Project Management, Stakeholder Collaboration, Data Analysis, Agile Methodologies, Writing Skills, Editing Skills, Proofreading Skills, Marketing, Public Relations, Problem Solving, Customer Insights, Digital Communication, Brand Management
ASSUMPTION: Transurban's recruitment process is designed to assess candidates' skills and cultural fit, with a focus on writing and communication abilities, project management, and stakeholder collaboration.
🛠️ Tools & Technologies
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Customer Relationship Management (CRM) software (e.g., Salesforce, Microsoft Dynamics)
- Project management tools (e.g., Asana, Trello, Jira)
- Data analysis tools (e.g., Google Analytics, Tableau)
ASSUMPTION: Familiarity with relevant tools and technologies is beneficial but not always required for this role, as Transurban provides training and support for new hires.
👔 Cultural Fit Considerations
Company Values:
- Safety
- Integrity
- Collaboration
- Innovation
- Sustainability
Work Style:
- Agile and collaborative team environment
- Focus on customer-centric communication strategies
- Data-driven decision-making and continuous improvement
- Flexible and adaptable work environment
Self-Assessment Questions:
- How do your communication skills and experiences align with Transurban's customer-centric approach?
- How do you approach collaborating with diverse stakeholders to deliver best-practice customer communications?
- How do you stay organized and manage multiple projects simultaneously in a fast-paced environment?
ASSUMPTION: Transurban values candidates who demonstrate strong communication skills, a customer-focused mindset, and the ability to thrive in a collaborative and dynamic work environment.
⚠️ Potential Challenges
- Managing multiple projects and deadlines simultaneously in a fast-paced environment
- Working with diverse stakeholders and balancing their competing priorities and expectations
- Adapting to changes in communication strategies and customer needs
- Keeping up with industry trends and best practices in customer communications
ASSUMPTION: These challenges can be overcome through strong project management skills, effective stakeholder collaboration, and a willingness to adapt and learn in a dynamic work environment.
📈 Similar Roles Comparison
- Compared to other communications roles, this position places a stronger emphasis on behavioral change and customer engagement strategies
- Transurban's focus on sustainability and urban mobility sets it apart from other transport and toll road operators
- Career progression opportunities may vary depending on the specific industry and company size
ASSUMPTION: Candidates should consider their personal and professional goals when comparing this role to similar positions in the industry.
📝 Sample Projects
- Developing a targeted email campaign to encourage customers to switch to autopay and reduce late fees
- Creating a series of SMS messages to remind customers of upcoming toll payments and provide helpful tips for managing their accounts
- Designing and implementing a customer feedback program to improve communication strategies and enhance customer satisfaction
ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that the Behaviour Change Communications Lead may undertake in this role.
❓ Key Questions to Ask During Interview
- How does this role contribute to Transurban's overall mission and goals?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Transurban support the professional development and growth of its employees?
- What are the most rewarding aspects of working in the customer communications team at Transurban?
- How does Transurban measure the success of its customer communications initiatives, and how can I contribute to improving these metrics?
ASSUMPTION: These questions can help candidates better understand the role's priorities, expectations, and opportunities for growth and development within Transurban.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant skills and experiences for this role
- Prepare examples of your writing and communication skills, showcasing your ability to create engaging and effective customer communications
- Demonstrate your understanding of Transurban's mission and values, and how your skills and experiences align with the company's goals
- Follow up with Transurban one week after submitting your application to inquire about the status of your application
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
