Senior Specialist Tolled Motorway Strategy

NSW Public Service Commission; Sydney; On-site; AUD 163,000 - 183,000; Full time

Job summary

Transport for NSW is seeking a Senior Specialist Tolling based in Sydney to lead toll reform programs and customer experience improvements. You will drive planning, delivery, and oversight within a cross‑functional team, translating customer insights into actionable outcomes.

You will mentor staff, manage risks and reporting, and present executive updates in a highly visible public sector environment, ensuring improved customer satisfaction and operational efficiency.

Qualifications

• Senior tolling expert with program leadership experience.
• Translate customer insights into actionable improvements.
• Lead cross-functional collaboration in a public-sector governance context.

Responsibilities

• Deliver planning, delivery and oversight of toll reform programs to enhance customer satisfaction and operational efficiency.
• Lead toll relief and reform initiatives, collaborating with customer teams and product managers.
• Translate customer insights into actionable improvements and manage program risks.
• Provide executive-level updates and mentor team members.

Job description

Senior Specialist Tolling

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Organisation/Entity: Transport For NSW

Job category: Projects

Job location: Sydney, NSW, AU, 2020

Job reference number: 107455

Employment type: Permanent Full-Time

Salary range: $163145.0-$182721.0

You’re agile, keen and open to meaningful work and opportunities that come your way.

This is your opportunity to broaden your experience and perspectives, step out of the confines of a standard project role and expand your scope to work with an interconnected ecosystem of industry professionals.

In this role, you'll:

Working as part of a team delivering the planning, delivery and oversight of programs within the overall toll reform program to enhance customer satisfaction, operational efficiency and service excellence.

This role will see you lead and oversee toll relief and reform program initiatives, collaborate with customer teams and product managers, translate customer insights into actionable improvements, manage risks and reporting, prepare executive‑level updates, mentor team members and foster a culture of continuous improvement and innovation.

You will lead innovative, data‑driven toll reform and customer experience improvements in a highly visible environment subject to public, media and regulatory scrutiny with complex stakeholder expectations.

Your proven experience in stakeholder management, cross‑functional collaboration, customer insight translation and program leadership formed across tolling operations, customer service, regulated service delivery or reform environments will see you advocate for the customer experience, manage program risks, guide teams and deliver evidence‑based improvements to lead to enhanced customer satisfaction, improved operational efficiency and a positive tolling experience.

You’re recognized as a senior tolling and program specialist, skilled at leading reform initiatives, analysing customer feedback and presenting executive‑level insights, experienced in tolling operations, customer‑focused program delivery, team mentoring and operating within complex public‑sector governance frameworks.

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, visitTransport careers .

Who we are

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.

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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.