Senior Manager Customer Experience

You’re agile and flexible because you can see the benefits of change. You're passionate about public service and ready to lead a team of professionals, share your expertise and guide decision‑making to help shape the future of our State. In this role, you’ll: You will shape the future of employee and service experience in one of Australia’s largest public sector organisations. As a senior leader within Transport’s newly established internal consulting function, you will drive enterprise‑wide customer and employee experience transformation, embedding CX principles and service design into the heart of how we operate. You’ll lead the discovery, design, and delivery of initiatives that elevate experience, strengthen trust, and improve measurable business outcomes. Working closely with divisional leaders, delivery teams, and third‑party partners, you’ll integrate customer and employee insights, analytics, and CX best practice into strategic decision‑making and service delivery. You will oversee research, analytics, and Voice of Customer programs, translating quantitative and qualitative insights into actionable improvements. You’ll facilitate high‑impact workshops and scenario‑based planning using outside‑in thinking to align stakeholders and accelerate transformation. A key part of the role is overseeing the design and administration of the TfNSW Service Delivery Model—establishing service performance metrics, frameworks, and ways of working that connect the Statewide Operating Model to measurable outcomes across the organisation. You’ll champion CX advocacy and uplift organisational capability by introducing tools, templates, and internal consulting approaches that build maturity and strengthen cultural adoption of CX. Through evidence‑based storytelling and clear narratives, you’ll influence senior leaders, shaping decisions and driving system‑wide change. In your first 12 months, you’ll establish consistent CX ways of working, embed the Service Delivery Model across key divisions, and deliver priority transformation projects that demonstrate clear value. Success will look like early wins, strong adoption of new frameworks, and growing confidence in CX as a core enabler of how Transport works. For more information on this position and business unit, view the role description and . About you You are a seasoned CX transformation leader with deep expertise in shaping customer and employee experiences in large, complex environments. You bring: 10+ years’ experience driving CX transformation in organisations of significant scale and complexity. A proven ability to influence senior leaders and embed CX principles into strategic decision‑making. Experience leading within consulting environments or internal consulting models, with strength in capability mapping, frameworks, and ways of working. Expertise in customer performance metrics, analytics, VoC programs, research interpretation, and translating insights into actionable improvements. Strong people leadership skills—including craft coaching, advocacy, and growing high‑performing, multi‑disciplinary teams. Advanced facilitation and collaboration skills, capable of aligning stakeholders across divisions and enabling cross‑functional delivery. Demonstrated success managing third‑party partners and driving measurable, enterprise outcomes. Exceptional communication and storytelling capability, able to influence executives, drive cultural change, and build confidence in CX as a strategic enabler. 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. We offer a wide range of employee benefits, like our award‑winning flexible and hybrid work options. Regional candidates are encouraged to apply. This is a Hybrid+ role designed for people living in NSW’s regions or further away from the role’s listed home base. It combines virtual work with in‑person days at your team’s home base. What are you waiting for…? Connect with us. Apply now Applications close 11:59 pm Sunday 30 November 2025. For more information about this role, please contact Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us. Need some help with your application? Take a look at our application tips video series. #J-18808-Ljbffr