Insights Officer

7 days ago

Sydney, Australia NSW Government -NSW Trains Full time

**About us**

NSW TrainLink helps connect customers all over NSW and beyond. Our intercity and regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.

Our services support thriving regional communities and economies by helping people access the things that are important to them and by bringing visitors to our stunning regions. And it's all thanks to our dedicated and passionate team from right across NSW, who work together to make more than 32.6 million customer journeys happen every year.

NSW TrainLink helps connect customers all over NSW and beyond. Our intercity and regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.

Our services support thriving regional communities and economies by helping people access the things that are important to them and by bringing visitors to our stunning regions. And it's all thanks to our dedicated and passionate team from right across NSW, who work together to make more than 32.6 million customer journeys happen every year.

**The Opportunity**

We currently have a position available to join the Service Experience and Planning Division as an Insights Officer, where you will be responsible for consolidating and maintaining the qualitative and quantitative data and providing detailed insights to the business, to enable decision making activities and development of business cases for agreed customer opportunities.

A huge part of this role will be stakeholder engagement, both internal and external within the wider transport cluster. You will be challenged with interpreting statistical information for customer service performance and presenting this information in a usable and meaningful format.

Some of the key activities for the role include:

- Contribute to the development of robust business cases for agreed customer opportunities & initiatives across the Directorates, using a range of tools and systems to research, analyse and identify expected business benefits, costs and risks for agreed opportunities.
- Provide analytical insight into opportunities to improve customer service standards and customer opportunities.
- Consolidate and maintain qualitative and quantitative data to enable evidenced based decision making.
- Maintain processes to regularly communicate insights to key stakeholders and actively engage with and seek input from stakeholders.
- Maintain a Data Insights Library to ensure that the Service Design, Customer & Place team has access to current data and insights.
- Contribute to the development of key metrics of the business to meet and outperform NSW TrainLink and other contractual reporting requirements.

**About you**

You are a confident decision-maker and problem solver with solid organisational skills, and used to working in environments where there are competing priorities. You remain calm under pressure and work collaboratively with the wider team.

Excellent written and verbal communication skills are essential. You will need to be able to build rapport and develop strong stakeholder relations across multiple sources.

You’re technically savvy with the ability to use a range of data visualisation tools like Tableau and Domo, with a strong understanding of the Microsoft Office suite, particularly Excel, along with an awareness and knowledge of manual processes, to be able to interpret and present data that tells a story and translating results into meaningful and user-friendly customer insights.

**Interested?**

Right now is an exciting time to join our team as we are delivering the largest infrastructure program Australia has ever seen - to keep people and goods moving, connect communities and shape the future of our cities, centres and regions.

**Salary and Benefits**

The salary for this position is RC5 - $103,151 to $119,520 per annum plus superannuation and leave loading.

**How to apply**

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 their teams. 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.

**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.

**Our COVIDSafe Measures Policy**

All Transport NSW workers are required to have:

- appropriate evidence of being fully vaccinated with a TGA approved COVID-19 vaccine; or
- an approved medical contraindication.

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