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Customer Experience Manager

Organisation/Entity:  Sydney Metro
Job Category:  Call Centre & Customer Service
Job Location: 

Sydney, NSW, AU, 2000

Job Ref No:  39921
Employment Type:  Fixed Term Full-Time
Salary Range:  $138670.0-$155309.0

About us


Sydney Metro is a fully automated rapid transit system which offers a new generation of fast, safe and reliable train services. Sydney Metro also leads the development of vibrant station precincts to meet customer and community needs, transforming the way Sydney travels and helping shape the future of Australia’s largest city.



About the team


The Operations, Customer and Place-making team ensures Sydney Metro is equipped to deliver integrated, reliable, customer-focused and efficient services. We are also managing large scale place-making projects, designing and developing thriving precincts where community members can gather, connect, shop, work and play. We are proud of what we have achieved so far and excited for the full vision of Sydney Metro to come to life.



The Opportunity


We have  an opportunity for a Customer Experience Managers to join our Customer Experience & Analytics team, which is responsible for owning and delivering on customer experience (CX) requirements across all Sydney Metro projects. We are currently working on the biggest public transport projects in Australia, and Sydney Metro is committed to putting the customer at the centre of their design, construction and operation. Our CX team members are dedicated to using our Customer-Centred Design (CCD) toolkit to create the best possible journey for all Sydney Metro customers.


You will be at the forefront of the design and delivery of an easy and seamless experience for our customers – you will champion their needs, innovate to proactively identify and resolve pain points, and define and own CX requirements for your project. As CX Manager, you will be responsible for your own CX research programs, you will guide and advise CCD testing activities, you will contribute to external work packages including the delivery of new Metro services and stations, and you will also be the voice of the customer in order to take CX insights and turn them into tangible project deliverables.


Please click here to view a copy of the role description.



About you


You are a creative and experienced CX leader who is passionate about all things customer. You will have experience with CCD tools including journey and pain point mapping, personas and inclusive design. You will have solid quantitative and qualitative research skills and experience with running customer insights research projects. You will use your highly developed communication and technical skills to influence and collaborate with multiple internal/external stakeholders and manage your own portfolio of work from scoping through to delivery in a complex multi-project environment. 


You are degree-level qualified or have equivalent experience in areas like social sciences, urban design, town planning, wayfinding or a related field. Demonstrated experience in CX in a large commercial or public sector environment is a must.



Salary and Benefits


The salary for this position is Grade 9 ($138,670- $155,309) per annum plus superannuation and leave loading.  For more information on Employee Benefits at Sydney Metro please click here.





Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re ready to step into this meaningful and rewarding role, we want to hear from you!



How to apply


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


This is a full-time, fixed-term position until 31/12/2023.


Applications close: 11:59pm, Sunday 24th October 2021 



​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 and their teams. 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.

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 Maren Steed at MAREN.STEED@TRANSPORT.NSW.GOV.AU.

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

Job Segment: Manager, Call Center, Management, Research, Customer Service

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