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, this is one of three Senior Manager Customer Strategy (Strategy and Programs) roles, newly created 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 10year blueprint and strategic objectives of the Division.  

The person in this role will focus on ensuring that TfNSW (Transport for NSW) has the right customer frameworks and data structures in place so that customer journeys, segments and customer outcomes can be tracked and managed in a useful way.

This role requires someone who is both analytical and practical. You will need to role utilise your experience designing and or working with customer segmentation frameworks, customer journeys, customer satisfaction and outcome management frameworks and customer data structures and you will also need to be practical and action oriented and able to work with others in rationalising and aligning the range of existing frameworks and practices that exist across TfNSW.

You should be focused on outcomes and using frameworks and data to enable / drive internal alignment & consumer behaviour change strategies in the marketplace.  

This is a key strategic role and will work very closely with various other teams at the Enterprise strategy level to ensure that frameworks and data structures are developed to meet defined needs / outcomes and that they are owned and aligned across TfNSW.

The role will evolve. Initially the focus will be on defining and rationalising shared frameworks, however over time the focus will be about embedding them and ensuring they are used, evolved, and leveraged across the organisation. You will have 2 direct reports to help deliver these outcomes / tasks.   

This is an amazing opportunity for someone to bring their exceptional analytical, influencing & project execution experience to drive positive outcomes for 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 Customer Strategy (you may have been a GM Marketing or Chief Customer Officer) or may have experience at a Data provider.  

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

Familiar with Human Centred Design/Design thinking - experience in workshops and programs or have designed anything based on these principals. 

Understanding of quant analytics is essential for this role. 

  

You will have strong analytical skills in customer experience and technical skills segmentation.  

  

You may have some experience in research, allowing you to lead workshops internally.  

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

   

Interested?

Joining Transport for NSW, you will have access to a range of unique government benefits in a flexible work environment like no other. If you are ready to step into this meaningful and rewarding role, we want to hear from you!  

  

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 Wednesday 11th 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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