Director Customer Experience Design

Play a role in transforming how NSW moves – lead bold, human-centred design that delivers real impact for communities across the state.

Create lasting public value by championing customer experience at scale to shape a more connected, inclusive and accessible transport future!
 

In this role, you’ll:

• Design, champion and drive customer experience outcomes, creating improvement strategies and roadmaps that foster positive and memorable journeys for the people of NSW.
• Shape and lead the strategic direction for a design centre of excellence encompassing service, wayfinding, interior and industrial design focused on driving best practice and innovation.
• Drive and embed a customer-first culture, leveraging insights and evidence as needed to inform CX design and support impactful change.
• Influence early-stage planning and project stages to ensure optimal customer outcomes and solutions that integrate effectively into the network through collaboration across agencies and stakeholders to align efforts and optimise the end-to-end customer journey.
• Develop the future state multi modal, interchange and mode specific customer journeys for Transport for NSW leveraging global best practice, future trends, customer insights, design excellence and a strong feasibility lens.  
• Recruit and develop a high-performing design team, fostering a collaborative, innovative and inclusive work environment where people feel empowered to thrive and deliver results.
• Listen, adapt, support your partners, and together, get things done.
• Show up, stay engaged, and deliver on what you promise.

This is an ongoing Transport Senior Service Executive (1B) role. Please see the role description and Information Pack for more information

About you

This is your opportunity to shape the future of Transport for generations to come!

Our SICE branch delivers meaningful, long-term transport outcomes for customers, passengers, and communities—across all modes, locations, and life stages. We are seeking an inspiring executive leader to champion the voice of the customer and drive strategic transformation across Transport.

You are an accomplished executive leader with significant experience in driving customer experience strategy and human-centred design within large, complex environments where the voice of the customer matters.

You bring extensive expertise in translating customer insights into enterprise-level service improvements that are innovative, inclusive and evidence-based. You know how to embed customer-centric thinking into the heart of strategic planning, policy, infrastructure and digital delivery.

Leading with purpose and empathy, you create environments where teams thrive, creativity flourishes, and outcomes are measured in improved equity, accessibility and community trust. As an adaptive leader, you focus on developing and mentoring talent and building organisational capability in customer-centred thinking.

As an influential communicator and trusted advisor, you skilfully engage executive leaders and provide specialist advice. You ideally hold relevant tertiary qualifications in design, business or a related field, and bring a commitment to customer service that underpins everything you do.

Driven by the opportunity to make a genuine difference, you'll be excited to shape experiences that connect people, empower communities and contribute to a more inclusive transport system that works for everyone - now and into the future!

Join us in building a transport system that works for everyone—now and into the future!

 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.

This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days. 

What are you waiting for…? Connect with us.  Apply now!

Applications close: 11:59 pm Wednesday 16th July 2025.

For more information about this role, please contact EFFIE.ROGARIS@TRANSPORT.NSW.GOV.AU.

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. 

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