Customer Experience Manager

at Sydney Metro
Location Sydney, Australia
Date Posted June 6, 2021
Category Customer Service
Job Type Full-time
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Salary $135,898.00 - $152,204.00 + super & leave loading


Customer Experience Manager Sydney Metro location Sydney. $135,898.00 - $152,204.00 + super & leave loading.

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 opportunities for three 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.

About 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 ($135,898- $152,204) per annum plus superannuation and leave loading.  For more information on Employee Benefits at Sydney Metro please click here.

The way we work is evolving, and we want to enable our people to work in ways that work for them. We’re moving from predominantly office-based work to a more flexible approach that supports working from different locations, including regionally. If you’re interested in working from a location not listed in the job ad, please get in touch with the Talent Specialist to discuss what’s possible.

Our Commitment to Diversity great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.