About us

Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do – and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling. The work we do connects the journeys you take every day.

We are a state government organisation made up of more than 28,000 people and we're in the middle of delivering the largest transport infrastructure program in Australia's history. We work across planning, policy and procurement, harnessing data and technology to develop smarter and more adaptive transport solutions.

That means job opportunities in metropolitan and regional areas right across NSW – you have the chance to be part of creating a lasting legacy that will benefit generations to come.

The Division  

The Customer Strategy and Technology team within Transport leads the development of long-term, multi-modal strategies, plans and policies across NSW. We leverage data and insights, implement new technologies, drive innovation and build partnerships to provide customer-centred solutions. 

The opportunity  

Right now, we need someone who has project management skills but is more than a project manager; someone who has change management skills but is more than a change manager.

This role is less about project and change management plans and more about advocating for the end-to-end customer experience, coordinating a large group of subject matter experts from across CST to ensure that when TfNSW launches a new train, ferry, bus or light rail service all the elements come together to provide for an optimal customer experience.

These elements include navigation signage (wayfinding), digital interfaces (website, apps), real time customer information (making sure we get and receive the right data in the right format), printed customer information, the experience customers have on board the fleet, and at the station, stop or wharf. You don’t have to know how to deliver on each of these elements, but you need to get across their individual requirements, how they all come together, the dependencies and the potential risks and to manage for these.

You need to be able to listen and learn from each of the specialists responsible for these elements and understand what their roadblocks are and work with stakeholders to remove these. We call all of this customer readiness i.e. making sure our public transport services are ready for customers.

What you will be involved in 

You need to be able to take a customer experience journey map and use that as your brief for what needs to be implemented for customers by the different subject matter experts. It’s not easy because we are a diverse group of subject matter experts that sometimes has different ideas on how things work. Your role will be to help us reach common ground, remove roadblocks and make trade off decisions.

Day to day activities include chairing working groups and adhoc meetings, representing CST in governance forums, organising briefings, reviewing documents, communicating with stakeholders and subject matter experts, collaborating with subject matter experts to develop scope documents, budgets, timelines, briefing notes, risk registers and project reports, evaluating individual deliverables and overall project outcomes.

About you  

You have a mind for detail, customer experience sensibilities and the willingness to give a program everything you’ve got to make it happen on time, on budget and most importantly delivering optimal customer outcomes.   

You have great communication, interpersonal and negotiation skills that can influence others and advocate for the customer. You are comfortable listening, understanding and managing different points of views and conflicting priorities. You can articulate and stay focused on the elements within scope and see them delivered as part of customer readiness activities.

You are experienced in delivering change, projects and have a high attention to detail. You enjoy making sure that all the elements are ready and in place for customers to use and enjoy.

You may have a background as a project manager, creative services manager, relationship manager, account manager, design manager or change manager. You will have had exposure to product development and/ or customer experience design. Knowledge of public transport services and products is desirable but not essential if you are a quick study.

Want to know more? 

Please click here to view a copy of the role description. 

Apply today to register your interest!

Take a look at our application tips video series for lots of great information on navigating and acing the application and recruitment process here at Transport.

Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us.

We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them and their teams. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options.

Salary and Benefits 

The salary for this position is TfNSW Grade 9 ($138,670 - $155,309) per annum, plus superannuation and leave loading.

For more information on Employee Benefits at TfNSW please click here. 

How to apply 

To apply for this position, please submit a resume and address the questions within the application.

Please note that a Cover Letter is not required.

Need help? 

For more information on how to apply for a role in the NSW Public Sector please click here.  

For any enquiries, please contact John Roberts at John.Roberts@transport.nsw.gov.au.   

Closing date: 11:59 pm on Sunday 3 April 2022

Our COVIDSafe Measures Policy

All Transport for NSW workers are required to have:

at least one dose of a TGA approved COVID-19 vaccine by 6 December 2021 and two doses by 7 February 2022; or

an approved medical contraindication.

You will be required to show proof of your COVID-19 vaccination status or apply for a medical exemption prior to securing this role.

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