Manager Customer Experience Design

Organisation/Entity: Transport For NSW- Job Category: Manufacturing, Transport & Logistics- Job Location: Sydney, NSW, AU, 2000- Job Ref No: 68707- Employment Type: Permanent Full-Time- Salary Range: $138670.0-$155309.0**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. **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** As the Manager Customer Experience Design and Improvement, you will drive meaningful uplift in customer service experience for Regional and Outer Metropolitan (ROM) customers by identifying the "moments that matter" and translating these insights into customer service experience improvement opportunities. - Taking business constraints into consideration (including funding and resources), you will develop, prioritise & lead a schedule of improvement programs and initiatives according to the insights you’ve gathered from data, customers, and the wider Transport cluster. - You will identify opportunities to leverage and/or influence other projects and programs to embed a customer centric approach, create synergies and achieve economies of scale through leadership as well as via participation on cross functional teams. - You will engage in effective early consultation and change impact assessment analysis with ROM partners and operators to ensure robust planning and a deep understanding of the root cause of issues and how to address these. - 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 will have a customer-centric approach with extensive and demonstrated experience in a customer experience capacity. You will be a thought leader who has experience translating customer insights into both strategic and operational initiatives and delivery of an uplift in customer service experience. You’ve worked in large, multifaceted environments with a large customer base and have experience employing a range of methodologies. You will bring both an innovative and creative approach, a highly collaborative mindset & remain abreast of current and emerging issues and trends, including domestic and international best practice, to support the achievements of our business objectives. Please click here to view a copy of the Role Description. **Salary and Benefits** The salary for this position is Transport Grade 9 ($138,670 - $155,309) per annum plus superannuation and leave loading. For more information on Employee Benefits at TfNSW please click here **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 lo