Senior Manager Customer Experience

About us

Sydney Metro is Australia's biggest public transport project and first fully-automated metro rail network, connecting customers and transforming the way Sydney travels. Our new generation of driverless trains are fast, safe and reliable, and link with Sydney's existing public transport network to provide seamless journeys. Our 46 state of the art, fully accessible metro stations and precincts are designed to meet the evolving needs of our customers and communities.

With the Northwest line already in operation and works well underway on the City & Southwest, West and Western Sydney Airport lines, Sydney will enjoy a fully operational Metro network by 2030.

About the team

The Customer, Operations and Outcomes (COO) division ensures Sydney Metro is equipped to deliver integrated, reliable, customer-focused and efficient services. We are proud of what we have achieved so far and excited for the full vision of Sydney Metro to come to life. Within the COO division is the Customer Experience team, their responsibilities include advocating on behalf of the customer, gathering of customer data and research, analysing insights, determining opportunities and gaps, customer testing and driving a customer centric culture.

The opportunity

We have an opportunity for an experienced Senior Manager Customer Experience to join Australia’s biggest public transport infrastructure program, reshaping transport solutions and making a genuine difference for the people of NSW.

Reporting to Director Customer Experience andAnalytics, you will be championing customer needs during various stages of a Sydney Metro project life cycle ranging from planning, delivery and operational readiness activity. You will lead the provision of specialist advice from the customer perspective to other functional and implementation groups across the organisation to enable service standards, delivery and operations readiness to meet customer requirements. The role is responsible for delivering customer requirements and ensuring Sydney Metro continues to deliver an easy experience to all customers.

Please click here to view a more detailed role description.

About you

• You are a creative and experienced CX leader who is passionate about all things that impact the customer.
• You are an exceptional communicator, able to build relationships easily with solid influencing skills.
• Demonstrated record of achievement in the development of customer experience programs and improvements in a large, complex service organisation.
• High level knowledge of and experience in the concepts, principles and use of customer data and research to drive improvements in customer experience and drive customer focus in the planning, design, and delivery of complex projects.
• Strategic thinker with proven leadership capability.
• Able to act as a trusted advisor to senior stakeholders and build effective relationships.
• You understand the challenges and opportunities of working within a large matrix-based organisation and collaborating with multiple deployed teams.
• You are an inclusive and persuasive communicator and leader and have managed CX teams previously.
• You are degree-level qualified or have equivalent experience in areas like social sciences, urban design, town planning, wayfinding, business or a related field. Demonstrated experience in CX in a large commercial or public sector environment is a must.

Salary and benefits

This is a Transport Senior Service role offering an attractive remuneration package. For more information on Employee Benefits at Sydney Metro please click here.

How to apply

To apply for this position, please submit a resume and answer all questions within the online application process.

Applications close: 11:59PM, Friday 21st October 2022.

We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them with flexible work policies, offerings and practices. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly. We’re proud to be recognised as a FlexReady Certified employer and winners of the ‘Best Remote Work Strategy’ for our hybrid ways of working at the Australian HR Awards 2022.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options.

For any enquiries, please email Lauren Ilieff at LAUREN.ILIEFF@TRANSPORT.NSW.GOV.AU.

Learn more about how Transport supports people with disability and those providing care via Transport Careers Supporting People with Disability page.

We’re certified as a Family Inclusive Workplace

Our flexible work practices and policies for parental leave, employee and family wellbeing and family care enable us to provide genuine support for our people to thrive at work and at home.

Working with Transport gives you access to a range of benefits that help you balance work with the things that matter to you. Look through our Employee Benefits Guide to learn more.

Apply today to register your interest!

Take a look at our application tips video series for plenty of great information on navigating and acing the application and recruitment process with Sydney Metro.

Find out more about Sydney Metro at https://www.transport.nsw.gov.au/sydney-metro.

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