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Senior Manager Customer Strategy

NSW Government - Sydney, NSW

Manufacturing & Industrial
Source: uWorkin


  • Play a pivotal role in medium-term and long-term customer strategy for Division
  • Exciting, strategic senior leadership opportunity
  • Permanent role, based in Sydney

About us

Over the next 40 years, Sydney’s population is projected to swell to over 12 million residents and regional NSW will accommodate an extra 700,000 people.?Transport for NSW is delivering an unprecedented $72.2b investment?into a truly game changing Future Transport strategy which will bring together several?modes and?cutting edge?technologies?to?deliver satisfaction and safety for our customers while supporting a rapidly growing economy.??? 

The Division  

The Customer Strategy and Technology team 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

Right now, we have opportunities for two Senior Manager Customer Strategy to join us in the Customer Strategy and Experience branch. This is a role that will see you lead the development of the medium-term and long-term over-arching customer strategy for the Division as it relates to Greater Sydney or the Regional and Outer Metropolitan (ROM) portfolio of services, aligned to the Future Transport 2056 Strategy and the 10yr blue print, as well as the strategic objectives of the Division.

The role also provides advice and guidance across the Branch to ensure alignment between supporting customer strategies and the overarching customer uplift strategy for the Branch.

What you will be involved in:

  • Develop the Customer Strategy with relation to Greater Sydney or ROM services, defining the value and experience delivered to customer segments in the immediate and long-term (covering end to end customer experience, including environment), customer journey, customer segmentation, pricing, product (entire customer lifecycle).
  • Drive and embed the customer strategy across the enterprise ensuring the customer is at the centre of everything we do.
  • Provide high-quality and expert advice to the Executive Director, Directors and other stakeholders across the Division to enable strategic thinking and optimise the strategic planning processes for the Division.

About you

Together with Tertiary qualifications in a relevant discipline or equivalent experience, you will have demonstrated experience in pure strategy with the ability to develop a single integrated Divisional strategy that is aligned to Transport for NSW strategies and objectives.

With a focus on pure strategy rather than customer experience design, you can rigorously break down a problem and break down data and facts using frameworks - journey mapping.

This role will see you drive a fundamental shift in the way we think about the customer. In particular, the process of understanding what outcomes we deliver for the customer and understanding the propositions and touch points within the customer journey that we can action to change customer behaviour and improve customer service.


Want to know more?

Please click here to view a copy of the role description.


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.

Be a part of something big. Apply today to register your interest!

Find out more about Transport for NSW at?https://www.transport.nsw.gov.au/about-us.?? 

Our Commitment to Diversity

Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role. 

Salary and?Benefits

Transport Senior Service TSSM level role.

For more information on Employee Benefits at?TfNSW?please click?here.? 

How to apply

To apply for this position, please submit a resume and address the questions within the application.

Need help?

For more information on how to apply for a role in the NSW Public Sector please click?here.?? 

For any enquiries, please contact?Paul Hollington at [email protected]

Close date11:59pm Sunday 20th June

For permanent positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident. For most Temporary jobs, you need a visa that gives you permission to work in Australia. To be considered for these roles you must be 18 years of age. Applicants will need to complete merit based selection activities and will be subject to satisfactory medical, drug & alcohol and criminal record checks as part of the selection process. Please note that an eligibility list may be created for this position, and position(s) of the same classification that subsequently become vacant may be filled using this eligibility list (where the vacancy is within 60 minutes travelling time). Transport for NSW is an equal opportunity employer. Women and people with a disability are encouraged to apply.