Director, Customer Advocacy

Organisation/Entity: Transport For NSW

Job category: Senior Executive

Job location:
Sydney, NSW, AU, 2020

Job reference number: 101084

Employment type: Fixed Term Full-Time

Salary range: An attractive remuneration package

"NSW Motorways Customer Advocate: Ensuring Fair Outcomes for Toll Road Users"

Serve as an independent voice for toll road users to ensure their interests are central to the operation, service design, and governance of NSW toll roads.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our customers, motorists and community.

About us

NSW Motorways, an agency that is part of Transport, is responsible for delivering safe and reliable toll roads and toll road services for the people of NSW in a fair, efficient, effective and financially responsible way.

In this newly created role, you'll

• Advocate on behalf of customers by managing and resolving complaints, identifying systemic issues, and driving improvements that enhance the overall customer experience.
• Act as a spokesperson, representing the public interest through expert, impartial advice and providing timely and accurate information about toll roads and toll road services.

• Champion toll road users by embedding customer advocacy into strategic decision-making, ensuring that community concerns, feedback, and evolving expectations are actively considered and influence operational policies and programs.

• Lead the oversight and continual improvement of customer complaint handling processes, ensuring timely, fair, and effective resolution in line with internal policies, legislative requirements, and industry best practice standards.

• Collaborate with regulators, ombudsmen, and interstate counterparts, to promote best practice standards and ensure decision-making reflects community expectations.
• Conduct in-depth investigations into systemic or recurring tolling issues, using data insights and customer feedback to diagnose root causes and propose strategic, long-term improvements.
• Collaborate with internal and external stakeholders to implement solutions that strengthen customer trust, improve equity, and reduce future complaints.
• Develop comprehensive reports, data-driven insights, and submissions that articulate toll road user experiences, emerging issues, and the impact of advocacy initiatives. Use this intelligence to inform strategic planning, support legislative and regulatory reviews, and promote a continuous improvement culture within NSW Motorways

This is a Transport Senior Service Executive Band 1 role. For more information on this position and business unit, view the role description.

About you

You'll possess

• Significant experience in managing complex regulated business operations and stakeholder relationships across government, industry, and regulatory bodies.
• Proven ability to analyse systemic issues and influence service or policy improvements based on customer insights.
• High-level communication, negotiation, and advisory skills, with the ability to represent customer interests independently and credibly, including to the public and media
• Relevant tertiary qualifications and/or demonstrated extensive equivalent professional experience.

Who we are

NSW Motorways is responsible for delivering safe and reliable toll roads and toll road services for the people of NSW. Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Salary and Benefits

This is a Transport Senior Service role offering an attractive remuneration package.

For more information on Employee Benefits at Transport for NSW please click

Interested?

Joining Transport for NSW, you'll have access to a range of unique government benefits in a flexible work environment like no other. If you're ready to step into this meaningful and rewarding role, we want to hear from you

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 role is hybrid-friendly, meaning you can mix in-person days at your team's home base location with remote days.

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

Applications close: 11:59 pm Sunday 21 September 2025.

For more information about this role, please contact GARY..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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