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Customer Experience Lead Job at NSW Government -Transport For NSW – Burwood NSW

Organisation/Entity: Transport For NSW

Job Category: Projects

Job Location:
Burwood, NSW, AU, 2134

Job Ref No: 78103

Employment Type: Fixed Term Full-Time

Salary Range: $138670.0-$155309.0

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

The Transport Shared Services (TSS) Division provides services to more than 26000 internal customers, and services a further 300,000 external customers including Local Government representatives and citizens. Over the last year, TSS has implemented a strategy to lead the direction of the organisation towards workforce digitisation, emphasising customer experience and growing the business’s value proposition and services.

The newly created Customer Experience (CX) practice is responsible for providing advice and services to major projects and initiatives across Corporate Services to create tangible improvements in customer experience. It operates as a CX internal consultancy, alongside providing operational support including designing and implementing the Voice of Customer program for the Branch.

The opportunity

This is an exciting opportunity for a Customer Experience Lead to play a key role in the establishment and embedding of the Customer Experience (CX) function.

Your drive and enthusiasm, along with your extensive experience in CX will ensure you play an important and influential part in the setup of the function, interacting heavily across the Branch to define and deliver a positive customer experience across all disciplines.

The Digital Customer Excellence Program is a 3-year portfolio program of innovation and growth initiatives focusing on client experience, customer service improvements and technology uplift. The purpose of the Voice of Customer Program within the DCE Program to design and implement a Voice of Customer framework which encompasses both strategic and transactional feedback and which is scaleable over time.

As CX Lead, your primary focus will be to drive the design and implementation of the Voice of Customer Program for Corporate Services, working with the Program Team and other stakeholders across the Transport cluster, to develop the framework, methodology and relevant platform to ensure that valuable customer insights can be efficiently and effectively fed back to the business to help improve the customer experience.

This is a Temporary full time opportunity for 3 years (up to June 2025). The home office for this role is in Burwood, however flexible working is supported.

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

About You

You are a creative and experienced CX leader who is passionate about all things customer, and a skill for bringing the right stakeholders together to deliver customer-centric solutions. You have experience developing personas and carrying out journey mapping, identifying pain points and facilitating root cause analysis.

You know what makes an effective Voice of Customer program and will use this to understand key concerns and issues to inform the review and enhancement of services.

You will use your highly developed communication and technical skills to influence and collaborate with multiple internal/external stakeholders and manage your own portfolio of work from scoping through to delivery in a complex multi-project environment.

You bring forward demonstrated experience in the design and delivery of initiatives / projects to deliver significant and measurable outcomes for the customer.

Tertiary qualifications in a relevant field, or equivalent experience.

Salary and Benefits

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

For more information on Employee Benefits at Transport for NSW, click here.


Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re 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 answer all questions within the online application process.

For any enquiries, please email Sylvia Koutsoubaris at [email protected]

Find out more about Transport for NSW at

Applications close: 11:59pm, Sunday 18 September 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 are proud to be recognised as a FlexReady Certified employer for our flexible work policies, offerings and practices. 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 Sylvia Koutsoubaris at [email protected]

Learn more about how Transport supports people with disability and those providing care via Transport Careers Supporting People with Disability page.

We’re certified as a Family Inclusive Workplace

Our flexible work practices and policies for parental leave, employee and family wellbeing and family care enable us to provide genuine support for our people to thrive at work and at home.

Working with Transport gives you access to a range of benefits that help you balance work with the things that matter to you. Look through our Employee Benefits Guide to learn more.

Apply today to register your interest!

Find out more about Transport for NSW at

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

Job Segment: State Government, Temporary, Procurement, Government, Operations, Contract

About the Company

Company: NSW Government -Transport For NSW –

Company Location:  Burwood NSW

Estimated Salary:

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About NSW Government -Transport For NSW -