Customer & Operations Analyst

You’re open to a change of direction and a new challenge.

You’re called upon to help decision makers identify the options that best match their objectives. This is your opportunity to deliver exceptional services to the people of NSW, create innovative solutions, and foster strong partnerships.

In this role, you'll:

Work as part of a team delivering customer-focused operational insights, performance reporting, and service improvement initiatives for Sydney Metro.

You will analyse customer, operational, performance, and feedback data to identify trends, issues, and opportunities for improvement. Using evidence-based insights, you will support informed decision-making and customer advocacy across a complex, high-profile public transport environment.

You will develop and maintain reporting, dashboards, briefing notes, and presentations used to inform decisions at various levels of the organisation. This includes identifying opportunities to improve reporting processes, data quality, and business intelligence capabilities.

You will also contribute to the development, review, and continuous improvement of customer operational requirements, processes, and documentation, working collaboratively with internal and external stakeholders.

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

About you

You have experience in data analysis, customer insights, operational performance, or a related discipline. You are comfortable working autonomously in a fast-paced environment, analysing large and complex datasets, and translating qualitative and quantitative information into clear, actionable insights.

You are a critical thinker with strong problem-solving skills and a keen eye for detail. You can identify trends, risks, and opportunities, and use evidence-based analysis to inform recommendations and support decision-making. You have strong written communication and stakeholder engagement skills, with the ability to translate complex information into clear, meaningful insights for both technical and business stakeholders.

You have an interest in public transport, operations, and customer behaviour, and are motivated by improving customer outcomes through data-driven insights and continuous improvement. Experience with data visualisation and reporting tools, such as PowerBI, is highly desirable.

Who we are

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

Sydney Metro delivers Australia’s biggest public transport project and first driverless railway. We engage with our customers and community, and contribute to vibrant and attractive places through station design, interchanges and precincts.

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.