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Customer Strategy Analyst

3 months ago

Sydney, New South Wales, Australia Transport For NSW Full time

Organisation/Entity:
Transport For NSW- Job Category: Planning- Job Location: Sydney, NSW, AU, 2020- Job Ref No:

Employment Type:

Permanent Full-Time- Salary Range: $ $ Exciting opportunity to work in a dynamic team and showcase your customer strategy, communication and stakeholder engagement skills.


  • Permanent fulltime opportunity based in Sydney (flexibility offered).
  • A challenging and rewarding role offering great exposure and opportunity to contribute in a meaningful way to the future of Sydney and the state of New South Wales.

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 across NSW - and you have the chance to be part of creating a lasting legacy that will benefit generations to come.

Find out more about Transport for NSW

The Division


The Customer Strategy and Technology (CST) division 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.

About the team
The Customer Strategy team within CST leads the customer strategy function for the whole of Transport. We enable the business to keep the customer at the center of everything we do.

This includes informing the long-term planning for our transport network, enabling the use of customer data in decision making and prioritisation, transforming multi modal end-to-end customer experience and journeys, embracing innovative thinking and new technologies, and supporting sustainable movement of people and goods.

Within this team, we drive the creation and roll out of the enterprise-wide customer strategy, customer segmentation and priority projects and initiatives.


The Opportunity


Right now, we have an opportunity for the position of Customer Strategy Advisor in the Customer Strategy team, with the Customer Strategy and Experience branch of Transport for NSW.


The role ensures the successful development and execution of customer strategy by supporting the creation of strategy materials and the delivery of core activities and projects.

The role will support the Customer Strategy team in defining our strategic customer priorities and provide guidance to the business to ensure Transport meets our desired customer outcomes.


You will be responsible for key inputs at each stage of the customer strategy development, identifying the right strategic, analytical-based initiatives to optimise the future customer journey experience.


What you will be involved in:

  • Supporting the development of the customer strategy by providing inputs at each stage of its development and defining the value and experience we will deliver to customer segments in the medium and long

- term.
  • Driving and embedding the customer strategy across the enterprise, ensuring the customer is at the centre of everything we do.
  • Collaborating with peers across the enterprise to impart insights and knowledge and enabling them to succeed in turning our Customer Strategy into operational outcomes.
  • Ensuring prioritised strategic programs, projects and initiatives are regularly reported on with regards to progress and alignment with strategic and commercial objectives and outcomes.
  • Supporting strategic implementation in delivery of the strategy, guide on execution.
  • Conducting research, analysis and interpretation of customer data (qualitative and quantitative) and strategic trends to identify likely impacts, to inform executive decisionmaking, strategic planning processes,
- and alignment of strategy.
  • Collecting customer, stakeholder or functional requirements to inform the strategy design.
  • Communicating materials and analysis to different audiences and stakeholders.

About you


Together with Tertiary qualifications in a relevant discipline or equivalent professional experience, you will have demonstrated experience in delivering 'pure strategy', and strategy development, including the analysis and synthesis of primary and secondary research and an understanding of customer strategy tools, frameworks and metrics.


Want to know more?
Please click here to view a copy of the role description.

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