Customer Insights Analyst

You’re agile, keen and open to meaningful work and opportunities that come your way.

You're ready to help shape our narrative. Your expertise will amplify the impact of initiatives, foster public trust and ensure our stakeholders are engaged and empowered by what we do.

In this role, you'll:

Work as part of a team delivering customer insights capability, analysing data from multiple sources including customer feedback, complaints and operational information to identify systemic issues and inform service and policy improvements across NSW toll roads.

You will establish and analyse qualitative and quantitative data frameworks, develop insights, produce executive‑ready reports and dashboards, and contribute to evidence‑based recommendations that strengthen transparency, support advocacy initiatives and improve customer experience outcomes.

 
You will translate and share actionable insights to drive fairer, more transparent and responsive customer outcomes in a regulatory sensitive operating environment.

This role offers you exposure to senior stakeholders, complex regulatory environments and opportunities to influence service design and improvement initiatives.

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

About you

Your strong analytical capability, attention to data integrity and ability to communicate complex findings clearly, formed across customer insights, performance reporting, data analysis or policy roles within government or regulated sectors, will see you excel at identifying root causes, emerging risks and systemic issues, and delivering insight‑led recommendations that inform decision‑making and service improvements.

Who we are

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

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.