Director Customer Integration & Delivery

Help shape how millions of people experience transport every day!  

Working with delivery partners, operational teams, and customer specialists across all transport modes, you will drive seamless integration and delivery of customer-focused elements and touchpoints across transport’s significant infrastructure and services programs.   

By implementing experiences that reflect what our customers truly need, you will be at the forefront of transforming how NSW moves - delivering outcomes that matter. 

In this role, you’ll:

• Act as the primary interface between customer touchpoints, assets, systems, and delivery teams, ensuring the right skills and expertise are applied to deliver seamless, multimodal experiences that benefit customers, places and communities – working across end-to-end project/program lifecycles.
• Lead the planning and delivery of key customer programs, including wayfinding, and go-to-market initiatives, ensuring they are accessible, consistent and aligned with the broader transport service objectives.
• Apply a network-wide approach to integrate customer touchpoints, supporting new infrastructure, fleet, services and precinct developments, for a seamless multi-modal experience.
• Establish scalable, clear and collaborative ways of working across diverse project types, clarifying roles, responsibilities and governance to drive efficient and confident delivery of customer facing programs.
• Maintain strong relationships with project managers, operational teams, and delivery partners to ensure successful customer readiness for transport projects and experience initiatives.
• Recruit and develop a high-performing 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.

You are a strategic, visionary leader who understands that lasting transformation happens through collaboration. With deep expertise in program management and strategic planning, you bring a proven track record of delivering customer-focused initiatives that align with organisational priorities and drive measurable service improvements.

As an accomplished executive, you excel at translating concepts into actionable strategies, supported by robust reporting and analytics. You thrive in complex, multi-stakeholder environments and work seamlessly across operational teams, government bodies, and delivery partners to ensure the coordinated delivery of high-impact programs.

You are highly adept at risk management, business planning, and budgeting, with a strong focus on identifying and mitigating challenges before they emerge. Your solutions-oriented mindset and commitment to clear, structured ways of working enable the efficient and scalable delivery of customer-facing initiatives.

Your exceptional relationship management skills and comprehensive understanding of the transport ecosystem allow you to build trusted partnerships and secure stakeholder buy-in at all levels. You hold relevant tertiary qualifications that support your strategic acumen and leadership capabilities.

Driven by purpose and impact, you’re excited by the opportunity to shape transport experiences that connect people, empower communities, and create a more inclusive, future-ready system—one that works for everyone.

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 4th 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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