Senior Manager Customer Experience & Strategy

If you’re after impact, there’s no other organisation in Australia that delivers work on this scale. 

Sydney Metro is transforming how people move around our city. This role offers a unique opportunity to influence both the customer experience delivered today and the strategic decisions that will shape the future network for decades to come.

In this role, you'll:

Champion Sydney Metro's customer experience and strategy function, ensuring customer needs are embedded in decisions across operations, projects, future network planning and service delivery. Sitting at the intersection of customer insights, strategic planning, operations and executive decision-making, you'll play a critical role in shaping both today's customer experience and Sydney Metro's future direction.

Use customer research, voice of customer data, behavioural insights and operational intelligence to identify what matters most to customers and translate those insights into meaningful recommendations that influence senior leaders across Sydney Metro, Transport for NSW and operational partners.

Work across a highly complex and matrixed environment, building strong partnerships with operational teams, project delivery functions, operators and key stakeholders to drive customer-focused outcomes throughout the project lifecycle and across our operational metro lines.

Provide leadership and direction to a high-performing team, building capability, fostering engagement and wellbeing, and creating an environment where people can thrive and deliver impactful outcomes.

Lead the identification and application of emerging customer trends, innovation opportunities and AI-enabled solutions to improve customer outcomes and help 
define what customer experience looks like over the next 5-10 years.

This is a highly autonomous, high-visibility role where you'll lead through influence, balance competing priorities and provide trusted advice that informs some of the organisation's most important strategic decisions.

Success in the role looks like:
•    Influencing major strategic decisions through customer-led insight.
•    Identifying opportunities that improve customer outcomes and operational performance.
•    Embedding customer thinking across Sydney Metro programs and projects.
•    Building a high-performing and future-focused team.

Permanent, full-time role | Home office 680 George St, Sydney, with hybrid working arrangements available. 

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

About you

You're a strategic leader who understands how to move from insight to action. 

You're passionate about using customer insights to shape strategy, influence major decisions and define the customer experience of a growing world-class transport network.

You know how to take customer research, feedback and operational data, identify key implications and confidently influence decisions at senior executive level. You're equally comfortable discussing customer strategy with executives as you are working alongside operational and project teams to drive outcomes.

You'll bring expertise in:

•    Leading customer experience and customer strategy within a large and complex organisation.
•    Using customer research, voice of customer programs, customer data and insights to influence strategic and operational decision-making.
•    Navigating complex stakeholder environments and build trusted relationships across multiple functions and organisations.
•    Outstanding communication skills with the ability to translate complex information into compelling, actionable recommendations for executive audiences.
•    Influencing and driving change through collaboration rather than direct authority.
•    A future-focused mindset with an interest in innovation, customer trends, digital transformation and emerging technologies.
•    Proven leadership capability, including developing high-performing teams and building organisational capability.
•    Operating independently, establish priorities and successfully manage multiple strategic initiatives simultaneously.

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.