Senior Tolling & Reform Lead — Customer Experience

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

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.