Director Customer Insights

You’re a visionary who sees the story behind the data—and knows how to turn insight into impact.

As Director, Customer Insights, you’ll lead the charge in understanding what truly matters to our customers and communities—bringing rich, data-driven insights to the heart of decision-making across Transport for NSW.

You’ll shape how we listen, learn and respond—guiding strategy with deep intelligence and designing analytics that drive better journeys, stronger policy, and real change. If you thrive on complexity, lead with purpose, and believe insights should make a difference in people’s lives, we want you on our team.

In this role, you’ll:

• Establish and lead an analytics hub to develop and execute a data and analytics strategy that aligns with TfNSW’s priorities and supports operational and strategic planning.
• Lead a team of people leaders, overseeing a workforce of approximately 40 employees
• Provide strategic direction, delegate responsibilities, and foster a collaborative and high-performing team environment.
• Design and implement reusable analytics products that leverage predictive models and customer insights to enhance the end-to-end customer journey.
• Conduct advanced customer segmentation analysis to gain deeper insights into travel behaviours and develop actionable recommendations to influence customer travel patterns and choices.
• Drive innovation in customer research and satisfaction analysis to deepen understanding of evolving customer needs and preferences.
• Manage and collaborate with cross-functional teams to co-design data, insights, and BI roadmaps that support strategic goals and enable data-driven decision-making.
• Champion the customer by leading cross-functional teams to deliver timely, high-impact insights that support ministerial inquiries, parliamentary questions, media responses and strategic planning.
• Ensure that everything we do connects back to improving our customers’ lives—real impact, for real people!

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

About you

You are a strategic and collaborative analytics leader with a strong track record of transforming complex data into actionable insights that improve customer experience and community outcomes. With deep expertise in applying advanced analytics techniques to customer and mobility data, and through well designed data visualisation, you empower teams to make informed, customer-centric decisions. 

You bring hands-on experience with tools like Tableau and Power BI, and will draw on your knowledge of SQL, Python, and AWS data environments to oversee the development of self-service analytics products and automated reporting capabilities. You are confident leading technical professionals in a fast-paced, agile environment. You thrive on solving complex problems using large-scale, real-time, and geospatial data, and are skilled at translating technical outputs into strategic business value. 

As an experienced leader of large teams, strong communication, conflict resolution, and people management skills are essential to ensure the continued development and engagement of your team. Your leadership style fosters a culture of innovation and continuous improvement through iterative, product-based delivery.  

Your ability to prioritise effectively and work closely with stakeholders ensures that data-driven solutions are aligned with organisational goals, deliver measurable value across the Transport network, shape policy and enhance customer experience!

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 Friday 13th June 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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