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.

About the team 

We lead the long-term planning for our transport network, enabling the use of data in decision making, transforming customer experience by building collaborative partnerships, embracing innovative thinking and new technologies, and supporting sustainable movement of people and goods. 

The opportunity 

Reporting to the Director Customer Strategy, we are looking for a Senior Manager of Customer Strategy (Strategy and Programs) to help drive the design, delivery and roll-out of the medium and long-term over-arching customer strategy for the Division. This is a key role ensuring alignment into the transport 2056 strategy, the 10 year blue print and strategic objectives of the Division. 

The person plays a key role in ensuring that the projects / programs of work required to deliver on the customer strategy are established and on track.  This includes working closely with the Director Customer Strategy to identify, scope and oversee the execution of specific ‘CSE’ streams of work (e.g. development of segmentation leveraging the services of outside agencies or the mapping of customer journeys relying on CSE resources) and also staying close to, and inputting to, other related projects which are being executed elsewhere in the business by other teams.  

This is a key strategic role and will work very closely with various other teams at the Enterprise strategy level to ensure that customer requirements and target outcomes are being represented in transport planning. You will have at least two direct reports to help deliver these project specific tasks.  

This is an amazing opportunity for someone to bring their exceptional influencing, project execution and strategic customer experience to drive positive outcomes for their customers and for their team to perform meaningful work at TfNSW. 

For more details about this role, click here to see the role description. 

About you 

Tertiary qualifications in a relevant discipline, or equivalent experience including specific experience in Strategy (consulting firm or in-house Internal Strategy or Program Office Function) and with managing delivery of a program of projects (including those with a data/segmentation, customer experience design and or technology component) and associated oversight of scoping, delivery and assurance of outcomes. 

Leading this team of 2 direct reports, you will be an authentic and established Leader who has a strong track record managing and leading people.  

You will have strong strategic skills in customer experience and be someone who can influence decisions. 

You have exceptional verbal and written communication skills and be a passionate leader who thrives in a large, complex role. 

Self-driven with an ability to build strong client relationships, manage projects and support business outcomes will be key to your success in this role. 

Salary and Benefits 

This is a Transport Senior Service role offering an attractive remuneration package.

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

How to apply 

To apply for this position, please submit a resume and follow the steps in the role’s online application. 

Applications close: 11.59pm Tuesday 10th May 2022 

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.

For any enquiries, please email Lauren Ilieff at LAUREN.ILIEFF@TRANSPORT.NSW.GOV.AU.

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.

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