Customer Strategy Specialist

4 weeks ago

Sydney, Australia NSW Government -Customer Strategy & Technology Full time

**Exciting opportunities to work in a dynamic team and showcase your customer strategy, analytical, communication and stakeholder engagement skills**:

- **2 Permanent full-time roles based at 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 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.? ?

**About the team**

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We lead 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 the Customer Strategy Frameworks team, we drive the design, development and roll out of enterprise-wide frameworks. Building collaborative partnerships enables us to embed these frameworks with in the broader business.

**The Opportunity**

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Right now, we have two newly created opportunities for the position of Customer Strategy Analysts in the Customer Strategy and Experience branch of Transport for NSW.

The role ensures the successful execution of customer strategy by leveraging various data sources to gain the necessary insights to enable success. You will develop a deep understanding of customer needs and drive analyses of relevant commercial, customer and operational data to provide insights that facilitate more informed, data-driven strategic decisions. 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**:

- You will work with the behavioural insights team to drive analysis to understand the customer base at a segment level and use that information to inform strategy development and ongoing evaluation.
- Drive and embed the customer strategy across the enterprise, ensuring the customer is at the centre of everything we do.
- Collaborate with peers across the Enterprise to impart insights and knowledge and enable them to succeed in turning our Customer Strategy into operational outcomes.
- Ensure prioritised strategic programs, projects and initiatives are regularly reported on with regards to progress and alignment with strategic and commercial objectives and outcomes.
- Support strategic implementation in delivery of the strategy, guide on execution.
- Input into the research, analysis and interpretation of strategic trends to identify likely impacts, to inform the executive decision-making, strategic planning processes, and realignment of strategy.
- Manage the establishment, alignment, and implementation of reporting systems, key performance indicators and high-level targets, and communication strategies and processes to facilitate meaningful reporting of progress aligned to strategic objectives.
- Facilitate the identification of variations from strategic objectives, key strategic risks, and necessary remedial actions.

**About you**

Together with Tertiary qualifications in a relevant discipline or equivalent experience, you will have demonstrated experience in delivering ‘pure strategy’ with the ability to develop a single integrated Customer strategy that is aligned to Transport for NSW strategies and objectives.

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**Want to know more?**?

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**Interested??**

Right now is an exciting time to join our team as we deliver an iconic $72.2 billion investment into future transpo

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