Senior Manager Customer Experience

Senior Manager Customer Experience Transport for NSW is seeking a Senior Manager Customer Experience to lead enterprise‑wide customer and employee experience transformation within its newly established internal consulting function. Location & Employment Macquarie Park, NSW, AU, 2113Permanent Full‑TimeJob Reference: Salary: An attractive remuneration package About the Role You are agile, flexible and passionate about public service. You will shape the future of employee and service experience in one of Australia’s largest public sector organisations. As a senior leader you will drive CX principles and service design into the heart of how Transport for NSW operates. You will lead discovery, design and delivery of initiatives that elevate experience, strengthen trust and improve measurable business outcomes. Working with divisional leaders, delivery teams and third‑party partners you will 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 programmes, translating qualitative and quantitative insights into actionable improvements. You’ll facilitate high‑impact workshops and scenario‑based planning to accelerate transformation. A key part of the role is overseeing the design and administration of the TfNSW Service Delivery Model, establishing performance metrics, frameworks and ways of working that connect the Statewide Operating Model to measurable outcomes. You will champion CX advocacy, uplift organisational capability by introducing tools, templates and internal consulting approaches that build maturity and cultural adoption of CX. Through evidence‑based storytelling you will influence senior leaders and drive system‑wide change. In the first 12 months you will 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. Qualifications 10+ years’ experience driving CX transformation in large, complex organisations. Proven ability to influence senior leaders and embed CX principles into strategic decision making. Experience leading within consulting environments or internal consulting models, with expertise in capability mapping, frameworks and ways of working. Expertise in customer performance metrics, analytics, VoC programmes, research interpretation and translating insights into actionable improvements. Strong people leadership skills, including coaching, advocacy and building 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. Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. We offer a wide range of employee benefits, including award‑winning flexible and hybrid work options, and encourage regional candidates to apply for this Hybrid+ role. Applications close 11:59 pm Sunday 30 November 2025. For more information about this role, please contact Need some help with your application? Take a look at our application tips video series. #J-18808-Ljbffr