Customer & Operations Analyst

NSW Public Service Commission; Sydney; On-site; AUD 125,000 - 140,000; Full time

Job summary

Sydney Metro is seeking a Customer & Operations Analyst to deliver customer-focused insights, reporting, and service-improvement initiatives across the organisation. You will analyse customer and operational data, develop dashboards and briefing notes, and collaborate with internal and external stakeholders to drive evidence-based decisions that improve passenger outcomes.

This role supports decision-makers across a fast-paced public transport environment, with a focus on data quality, reporting

Qualifications

• Experience in data analysis, customer insights, or operations performance.
• Strong ability to translate data into actionable insights for decision-makers.
• Proven ability to engage stakeholders and present complex information clearly.

Responsibilities

• Work as part of a team delivering customer-focused operational insights, performance reporting, and service improvement initiatives for Sydney Metro.
• Analyse customer, operational, performance, and feedback data to identify trends, issues, and opportunities for improvement.
• Develop and maintain reporting, dashboards, briefing notes, and presentations used to inform decisions at various levels of the organisation.
• Identify opportunities to improve reporting processes, data quality, and business intelligence capabilities.
• Contribute to development, review, and continuous improvement of customer operational requirements, processes, and documentation.
• Collaborate with internal and external stakeholders.

Skills

Data analysis

Customer insights

Operational performance

Stakeholder engagement

Tools

PowerBI

Job description

Customer & Operations Analyst

Organisation/Entity: Sydney Metro

Job category: Rail Operations

Job location: Sydney, NSW, AU, 2000

Job reference number: 109618

Employment type: Permanent Full-Time

Salary range: $124810.0-$139787.0

Y ou’re open to a change of direction and a new challenge.

You’re called upon to help decision makers identify the options that best match their objectives. This is your opportunity to deliver exceptional services to the people of NSW, create innovative solutions, and foster strong partnerships.

In this role, you'll:

Work as part of a team delivering customer-focused operational insights, performance reporting, and service improvement initiatives for Sydney Metro.

You will analyse customer, operational, performance, and feedback data to identify trends, issues, and opportunities for improvement. Using evidence-based insights, you will support informed decision-making and customer advocacy across a complex, high-profile public transport environment.

You will develop and maintain reporting, dashboards, briefing notes, and presentations used to inform decisions at various levels of the organisation. This includes identifying opportunities to improve reporting processes, data quality, and business intelligence capabilities.

You will also contribute to the development, review, and continuous improvement of customer operational requirements, processes, and documentation, working collaboratively with internal and external stakeholders.

You have experience in data analysis, customer insights, operational performance, or a related discipline. You are comfortable working autonomously in a fast-paced environment, analysing large and complex datasets, and translating qualitative and quantitative information into clear, actionable insights.

You are a critical thinker with strong problem-solving skills and a keen eye for detail. You can identify trends, risks, and opportunities, and use evidence-based analysis to inform recommendations and support decision-making. You have strong written communication and stakeholder engagement skills, with the ability to translate complex information into clear, meaningful insights for both technical and business stakeholders.

You have an interest in public transport, operations, and customer behaviour, and are motivated by improving customer outcomes through data-driven insights and continuous improvement. Experience with data visualisation and reporting tools, such as PowerBI, is highly desirable.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Sydney Metro delivers Australia’s biggest public transport project and first driverless railway. We engage with our customers and community, and contribute to vibrant and attractive places through station design, interchanges and precincts.

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 .

For more information about this role, please contact [e-mail].

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 information or speak to your talent team member to arrange any adjustments to how you interact with us.

Transport acknowledges the Aboriginal people of the country on which we work, their traditions, culture and a shared history and identity. We also pay our respects to Elders past and present and recognise the continued connection to country.