Director Customer Experience Design

Transport for NSW; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Transport for NSW seeks an accomplished leader to drive the customer experience design across one of Australia’s largest transport networks. You will guide a multidisciplinary team of over 50 people, shaping how millions experience transport daily through world-class service, wayfinding, and design across planning and operations.

You combine strategic thinking with practical delivery, translating customer needs into measurable outcomes and leading with authenticity and collaboration to achieve

Qualifications

• Experience leading large, multidisciplinary teams in complex environments.
• Ability to translate customer needs into strategic design outcomes.
• Strong background in service design, wayfinding, industrial and customer experience design.

Responsibilities

• Set the strategic direction for customer experience design across the transport network.
• Lead a multidisciplinary design practice spanning service design, wayfinding, industrial design and CX design.
• Shape major programs by bringing customer insight and design thinking into early decision-making.
• Design future-state multimodal journeys and experiences to improve accessibility and inclusivity.
• Lead and develop a 50+ person function, fostering innovation, accountability and excellence.
• Partner with senior leaders to embed customer-centred design into planning, delivery and operations.

Skills

Customer experience leadership

Human-centred design

Team leadership

Strategy

Job description

Salary range:An attractive remuneration package

Lead the future of customer experience design across one of Australia's largest and most complex transport networks.

Leading a multidisciplinary function of more than 50 people, you will shape how millions of people experience transport every day through world-class service, wayfinding, industrial and customer-centred design.

In this role, you'll:

• Set the strategic direction for customer experience design across the transport network, ensuring customer and community needs are embedded in planning, policy, infrastructure and service delivery.
• Lead a multidisciplinary design practice spanning service design, wayfinding, industrial design and customer experience design, driving innovation, design excellence and best practice.
• Shape major programs and investments by bringing customer insight, design thinking and systems thinking into decision-making from the earliest stages.
• Design future-state multimodal journeys, interchanges and mode-specific experiences that improve accessibility, inclusivity and customer confidence.
• Lead and develop a multidisciplinary function of more than 50 people, fostering a culture of innovation, accountability, inclusion and excellence.
• Partner with senior leaders across Transport to influence decisions and embed customer-centred design into how we plan, deliver and operate transport services and infrastructure.

About You

You are an accomplished leader with deep expertise in customer experience and human-centred design, and experience leading large, multidisciplinary teams in complex environments.

You combine strategic thinking with practical delivery and have successfully translated customer and community needs into solutions that create meaningful outcomes.

Just as importantly, you are an authentic and collaborative leader who brings people with you. You build trusted relationships, thrive as part of a leadership team, and work across boundaries to achieve shared outcomes.

You are passionate about developing people and creating an environment where teams can do their best work, empowering others to grow, contribute and succeed.

This is a rare opportunity to influence how millions of people experience transport while leading one of Australia's largest customer experience design functions and helping shape a transport system that works better for people and communities across NSW.

Who we are

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

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.

Applications close 11:59 PM Wednesday, 30 September 2026

For more information about this role, please contact *************@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 information or speak to your talent team member to arrange any adjustments to how you interact with us.