Customer Service Improvement Manager

Organisation/Entity: NSW Trains

Job category: Projects

Job location:
Sydney, NSW, AU, 2000

Job reference number: 101345

Employment type: Fixed Term Full-Time

Salary range: $ $

You can influence outcomes and meet diverse challenges.

Here's your chance to design and deliver efficient, customer-focused services that also enhance accessibility, sustainability and overall quality of living for more people than you've imagined.

In this role, you'll:

• Join our Strategic Investment & Delivery team in NSW TrainLink to lead high-impact initiatives in regional ticketing, customer channels and commercial policy – enhancing the end-to-end customer experience and supporting revenue growth.

• Develop foundational strategies and frameworks to lift customer satisfaction across a diverse channel mix. You'll manage in-flight projects as well as plan and design new optimisation & improvement initiatives from concept to delivery.

• Develop compelling business cases, uncover challenges and opportunities, and use research and analysis to guide decision making.

• Partner with operational teams, external collaborators and cluster stakeholders to deliver customer service improvements and operational efficiencies.

This is a temporary opportunity to 10/04/2026, located onsite at Sydney CBD and the salary is ($167,229 - $183,993 + super). You'll get to work with a supportive team committed to innovation, continuous improvement and delivering great outcomes for customers today whilst shaping the regional experience of tomorrow. You'll collaborate with internal teams and external partners to support the design, management & optimisation of the regional channel mix to achieve desired customer & business objectives.

For more information on this position and business unit, view the role description and information pack.

About you

• Demonstrated experience in product management/strategy, channel optimisation, and driving uplift in complex and operational environments, ideally within rail.

• Resilient and adaptable, you're skilled at navigating the challenges of traditional system constraints and operational complexities to deliver innovative, practical solutions.

• Strong collaboration, communication and influencing skills with the ability to build relationships across diverse stakeholder groups quickly. You're also proactive, solutions-focused, analytical, and able to balance competing priorities to deliver outcomes that improve customer experience and organisational performance. If this sounds like you, we'd love to hear from you.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

At NSW TrainLink, we help connect passengers all over NSW and beyond. Our 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.

Join us

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This is an in-person, on-site role.

What are you waiting for…? Connect with us. Apply now

Applications close: 11:59 pm Wednesday 20th August 2025.

For more information about this role, please contact RENEE..NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

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