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Manager Customer Sentiment & Insights

Transport for NSW - Macquarie Park, NSW

Government, Defence & Emergency
Source: uWorkin

Source: uWorkin


About Us 

Over the next 40 years, Sydney’s population is projected to swell to over 12 million residents and regional NSW will accommodate an extra 700,000 people. Transport for NSW is delivering an unprecedented $72.2b investment into a truly game changing Future Transport strategy which will bring together several modes and cutting edge technologies to deliver satisfaction and safety for our customers while supporting a rapidly growing economy.

Advanced Analytics & Insights

We are a trusted partner to our clients, within Customer Strategy and Technology, developing and delivering smart, integrated and sustainable data and analytics solutions which enable evidence-driven decisions to benefit our customers and communities, and leading an uplift in data literacy of use of data insights across the cluster. 

The opportunity

We have an opportunity for a Manager Customer Sentiment & Insights role to be an integral part of the Advanced Analytics & Insights team within Customer, Strategy and Technology. This role will lead and transform the usage of customer sentiment, satisfaction and voice of customer insights in informing cluster priorities and putting our customer at the centre of what we do.

What You Will Be Involved In

  • Design, develop and manage the transition to a next generation Customer Satisfaction program which captures satisfaction of critical elements of our services across the customer lifecycle
  • Design and deliver a program of work which transforms the way we capture and utilise insights derived from voice of customer feedback and continuous surveys consistently across the cluster
  • Closely partner with Customer Strategy and Experience to tailor relevant voice of customer and complaints insights that can be embedded in product and service design as well as drive decisions and prioritisation of initiatives across the cluster.
  • Co-design with stakeholders a framework under which customer satisfaction, VOC and sentiment measurement can be standardized across the cluster and link to cluster strategic priorities and values.
  • Collaboration with other branch teams to provide quantitative inputs needed for modelling and analysis through delivery of continuous surveys.
  • Ensure robust methodologies are applied to surveys and statistically significant techniques used to extrapolate and interpret to ensure integrity of outcomes. Manage VOC methodology, including tracking and explaining customer satisfaction ratings scores, customer feedback and sentiments, key drivers, and other relevant key performance indicators.
  • Advocate for the value of listening to customer needs and provide proactive advice to stakeholders and AAI teams on how to apply these insights in their day to day decisions
  • Collaborate with other AAI teams to progressively enrich and increase availability of customer feedback data from across the cluster, and to visualise these through self-service tools
  • Take a leadership role in voice of customer forums, acting as lead expert in customer sentiment and satisfaction insights.

About You

To be successful in the role you will have tertiary qualifications in a relevant field or equivalent experience relating to customer surveys and analytics. You will be passionate about putting customer at the centre and innovating with data to create new insights.

You will have strong collaboration skills and be able to work alongside colleagues from across the cluster, and have knowledge of good data management principles

Want to know more?


Right now is an exciting time to join our team as we deliver an iconic $72.2 billion investment into future transport infrastructure and services over 40 years.

Be a part of something big. Apply today to register your interest!

Find out more about Transport for NSW at  https://www.transport.nsw.gov.au/about-us .

Our Commitment to Diversity

Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.

Salary and Benefits

The salary for this position is TfNSW Grade 9 ($135,898.00 - 152,204.00) per annum plus superannuation and leave loading.

For more information on Employee Benefits at TfNSW please click here . 

How to apply

To apply for this position, please submit a resume and address the questions within the application.

Need help?

For any enquiries, please contact Srivatsa Lakshmi Narayana on 0435 960 490.

Close date: 11:59pm on Thursday, 29th April 2021

Macquarie Park, NSW

Government, Defence & Emergency


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