Manager Customer Experience

**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 right across NSW - you have the chance to be part of creating a lasting legacy that will benefit generations to come. **About the Team** Improving service experiences for regional customers is what we live for within the newly created Customer Service Experience & Planning branch We are a new branch responsible for gathering insights, identifying improvements, and bringing together short and long-term plans to deliver great customer outcomes. We are the heartbeat of the customer & a centre of excellence for addressing problems with customer centric solutions in new and innovative ways. The Customer Journey Planning team, within which this position is located, leads customer engagement, develops service improvements and manages the implementation and activation of programs which will uplift customer service experience in ROM. **The opportunity** The role designs & analyses the end to end customer journey experience across all transport modes, developing detailed and insightful customer journey maps for customer groups. The role determines the customer design principles for customer journey-related planning activities, including supporting the prioritisation and assessment of interventions based on customer sentiment and insights. Some of the key accountabilities of the Manager, Customer Experience & Journey Design will include: - Design & analyse the end to end customer journey experience across all transport modes, developing detailed and insightful customer journey and empathy maps for customer groups. - Identify and define the "Moments of Truth" in customer journeys including the critical service activities, experiences and touch points that matter most to customer groups. - Identify qualitative and quantitative performance indicators in order to measure the “Moments of Truth” and inform the prioritisation, feasibility assessment and benefits realisation of customer journey improvement initiatives and interventions. - Identify and develop short-term and long-term customer journey improvement initiatives, interventions and strategies. - Develop tools & resources to lead, implement & support ROM in driving both a customer centric approach to solving problems as well as designing & implementing service experience improvements. - Contribute to development of the Customer Service Blueprint, Customer Charter and Value Proposition for ROM customers. - Participate & provide expertise within a diverse range of cross functional project teams focussed on improving customer service experience for regional customers. **About you** You are a Customer Experience (CX) specialist with end to end journey design expertise. You are an energetic and proactive individual who is highly collaborative and customer-centric. You are comfortable working in cross functional teams to contribute your customer experience & journey design expertise, and help shape customer journey improvement strategies across ROM. Your superior communication & interpersonal skills will be important as you establish relationships with individuals & teams with whom you will share accountability for delivering improved journey outcomes and to build customer-centricity across ROM. **Want to know more?** **Salary and Benefits** The salary for this position is a Transport Service Grade 9 ($138,670 - $155,309) per annum plus superannuation and leave loading. **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. **How to apply** **We are the community we serve** 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. 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. Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with