Director, Customer Advocacy

Director, Customer Advocacy role at Transport for NSW

Organisation/Entity: Transport For NSW
Job category: Senior Executive
Job location: Sydney, NSW, AU, 2020
Job reference number: 101084
Employment type: Fixed Term Full-Time
Salary range: An attractive remuneration package

Role summary and purpose: NSW Motorways Customer Advocate: Ensuring Fair Outcomes for Toll Road Users. Serve as an independent voice for toll road users to ensure their interests are central to the operation, service design, and governance of NSW toll roads. Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our customers, motorists and community.

About Us: NSW Motorways, an agency that is part of Transport, is responsible for delivering safe and reliable toll roads and toll road services for the people of NSW in a fair, efficient, effective and financially responsible way.

Role context: In this newly created role, you'll be responsible for advocacy, customer experience improvement, and stakeholder engagement to support Toll Road customers and governance improvements.

• Advocate on behalf of customers by managing and resolving complaints, identifying systemic issues, and driving improvements that enhance the overall customer experience.
• Act as a spokesperson, representing the public interest through expert, impartial advice and providing timely and accurate information about toll roads and toll road services.
• Champion toll road users by embedding customer advocacy into strategic decision-making, ensuring that community concerns, feedback, and evolving expectations are actively considered and influence operational policies and programs.
• Lead the oversight and continual improvement of customer complaint handling processes, ensuring timely, fair, and effective resolution in line with internal policies, legislative requirements, and industry best practice standards.
• Collaborate with regulators, ombudsmen, and interstate counterparts, to promote best practice standards and ensure decision-making reflects community expectations.
• Conduct in-depth investigations into systemic or recurring tolling issues, using data insights and customer feedback to diagnose root causes and propose strategic, long-term improvements.
• Collaborate with internal and external stakeholders to implement solutions that strengthen customer trust, improve equity, and reduce future complaints.
• Develop comprehensive reports, data-driven insights, and submissions that articulate toll road user experiences, emerging issues, and the impact of advocacy initiatives. Use this intelligence to inform strategic planning, support legislative and regulatory reviews, and promote a continuous improvement culture within NSW Motorways.

This is a Transport Senior Service Executive Band 1 role. For more information on this position and business unit, view the role description.

You'll possess:

• Significant experience in managing complex regulated business operations and stakeholder relationships across government, industry, and regulatory bodies.
• Proven ability to analyse systemic issues and influence service or policy improvements based on customer insights.
• High-level communication, negotiation, and advisory skills, with the ability to represent customer interests independently and credibly, including to the public and media.
• Relevant tertiary qualifications and/or demonstrated extensive equivalent professional experience.

NSW Motorways is responsible for delivering safe and reliable toll roads and toll road services for the people of NSW. Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

This is a Transport Senior Service role offering an attractive remuneration package. For more information on Employee Benefits at Transport for NSW please visit the official site.

Joining Transport for NSW, you'll have access to a range of unique government benefits in a flexible work environment. This role is hybrid-friendly, with a mix of in-person and remote days. Applications close: 11:59 pm Sunday 21 September 2025.

For more information about this role, please contact GARY.LAZZAROTTO2@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

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