Transport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions.

We are responsible for strategy, planning, policy, regulation, funding allocation and other non-service delivery functions for all modes of transport in NSW including road, rail, ferry, light rail, point to point, regional air, cycling and walking.
We focus on improving the customer experience and contract public and private operators to deliver customer-focused transport services on our behalf.

We also lead the procurement of transport infrastructure and oversee delivery through project delivery offices and industry delivery partners.

About us

Over the next 40 years, Sydney’s population is projected to swell to over 12 million residents and regional NSW will accommodate an extra 700,000 people. Transport for NSW is delivering an unprecedented $72.2b investment into a truly game changing Future Transport strategy which will bring together several modes and cutting edge technologies to deliver satisfaction and safety for our customers while supporting a rapidly growing economy.

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 have an opportunity for a Director Customer Experience and Design, reporting directly to the Executive Director Customer Strategy and Experience. You will be responsible for leading the delivery of the customer experience promise, through a multi-disciplinary team that covers end-to-end service and experience design, wayfinding design, architecture, landscape and urban design, supported by an engagement and program delivery function.

Working closely with Transport agencies and across Government, this team will both create design principles and policies which operationalise and bring our customer strategy to life, but also directly deliver through being embedded in the most important development and place design projects in the organisation.

What you will be involved in:

• The development of customer experience frameworks and policies to enable high quality customer outcomes and improve efficiency and effectiveness across multiple design projects and initiatives.
• Active involvement in the multiple major design projects and initiatives to unlock the economic, social and cultural value of projects.
• Providing high quality advice to the Executive Director and Senior Executives to support decision making in design principles and outcomes.

About you

You are tertiary qualified with a passion to drive positive change in an organisation, and looking for an opportunity to be part of an opportunity to bring teams together in a cohesive way, driving engagement, and optimising processes and frameworks that have vision.

You have extensive experience in high level communications, stakeholder consultation and customer engagement across a broad range of groups. Ideally, you also have demonstrated capability across a wide range of project types and all aspects of project lifecycle from concept to construction.

Want to know more?

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

Interested?

Right now is an exciting time to join our team as we deliver an iconic $72.2 billion investment into future transport infrastructure and services over 40 years.

Be a part of something big. Apply today to register your interest!

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

Our Commitment to Diversity

Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.

Salary and Benefits

This is a Transport Senior Service Band 1B 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 address the questions within the application.

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 Philip Taylor on philip.taylor2@transport.nsw.gov.au

Close date: 11:59pm 15 February 2021