Head of Customer Experience Design for Transport Networks

Transport for NSW

Sydney

On-site

AUD 180,000 - 240,000

Full time

4 days ago

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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

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

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