Customer Experience Lead

**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.

**Division**

The Customer Strategy and Technology Division (CST) 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.

**The opportunity**

We have an opportunity for an experienced Customer Experience Design Lead to join the Customer Experience & Design team.

The Customer Experience Design is responsible for designing the end-to-end journey of an experience for customers. Their work has a broad scope including, but not limited to problem definition, customer research, concept design, workshop facilitation, requirements gathering and writing, and customer journey mapping. This work includes both digital and physical environments and considers macro-and micro-level factors that affect our customers' experiences.

**What you will be involved in**

The Customer Experience Design contributes towards the following day to day responsibilities:

- Assisting with the scope and design multiple of projects.
- Providing leadership in the development and improvement of our services, products, and infrastructure, including mentoring other staff, and consulting with senior stakeholders.
- Collaborating and supporting stakeholders through the full lifecycle of product changes
- Leading cross-business coordination and communication of service design
- Defining clearly how products and services can be improved to be more effective and prepare proposal recommendations and other governance documentation
- Contributing to the achievement of business outcomes

**About you**
- Experience in Human Centred Design practices.
- Extremely polished in the delivery of written and oral communication packages and capable of tailoring your approach to meet diverse and challenging stakeholder groups.
- Proven experience in a fast paced environment supporting multiple and competing projects concurrently to tight deadlines.
- Proven experience with the full lifecycle of product changes and improvements to meet reoccurring demands and business requirements.
- Demonstrated experience in a leading service design projects is essential.
- You will have the necessary business acumen to work collaboratively as well as having a high-level of autonomy to meet operational objectives.
- A passion for our customers and advocating for their needs.

**Want to know more?**?

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**Interested??**

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Right now is an exciting time to join our team as we deliver an iconic $72.2 billion investment into future transport infrastructure and services over 40 years.

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**Our Commitment to Diversity**?

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**Salary and?Benefits**?

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The salary for this position is TfNSW Grade 8 ($123,470 - $138,284) per annum plus superannuation and leave loading.

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**How to apply**?

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**Need help?**?

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**Close date**: 11:59 pm on Mon 3rd Oct