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Director Service Experience & Planning

New South Wales Department of Premier and Cabinet - Sydney, NSW

Any Industry
Source: uWorkin


There are currently 3 jobs listed by NSW Trains Director Service Experience & Planning Organisation/Entity: NSW Trains Job Category:

  • CEO | Director General
  • Senior Executive | Director
Job Location:
  • Sydney Region / Sydney City
Job Reference Number: 11945-35470727 Work Type: Full-Time Closing Date: 28/05/2021 - 11:59 PM

Transport for NSW

Transport for NSW is delivering an unprecedented $72.2 Billion investment over the next 4 years into a truly game changing Future Transport strategy. We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it. We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.

Our organisation – Transport for NSW – is comprised of nine integrated divisions that focus on achieving community outcomes for the greater good and on putting our customers at the centre and our people at the heart of everything we do.

The Agency

As part of our Regional and Outer Metropolitan (ROM) division, NSW TrainLink (NSWTL) is a multi-modal passenger transport service provider, providing rail and coach services across NSW and connecting customers end to end journey throughout NSW to Victoria, Queensland and the Australian Capital Territory. As an agency of the Transport Cluster, NSW TrainLink provides rail and coach services to deliver integrated and flexible transport solutions and improved transport outcomes for the community and to stimulate the economy of regional NSW. Our aim is to help make regional NSW a great place to live, work and visit.

Each year NSW TrainLink customers take over 42 million journeys across our train and coach networks, travelling on 713 regional train and coach services, and 3050 intercity services a week.

The Opportunity
We are seeking an innovative and commercially astute Director Service Experience and Planning to lead all elements of service experience and planning for NSWTL including channels, business and customer insights, centralised support for cleaning, catering and vendor management and service planning to optimise the customer experience and support the safe, reliable and efficient delivery of services within the NSWTL network.

Reporting to the Chief Operating Officer for NSWTL, you will lead the Service Experience and Planning Directorate with full accountability for the formulation of advice and coordination across all service experience and support objectives within NSWT. You will build workforce capability and coordinate the work of a professionally diverse workforce to achieve overarching strategic and operational objectives for better customer and agency outcomes.

Key responsibilities include:

  • Providing high level advice to the Chief Operating Officer in relation to service experience and planning as it affects NSW TrainLink by applying analytical and problem solving to identify key issues and develop effective solutions to complex matters with consideration of appropriate legislation, safe-working policies, rules, procedures and customer outcomes.
  • Providing leadership in the development and management of service experience and planning, channels, business analysis, centralised support for cleaning, catering and vendor management, service planning and customer uplift. Apply proven practices in cultural change and process transformation as it relates to the customer experience.
  • Applying sound commercial acumen in the development of service concepts to support the changing operational and commercial environment including the detailed designs and specifications to improve the customer experience and deliver better operations in NSW TrainLink.
  • Leading and managing the development and implementation of channel strategies, activities and processes to drive the achievement of desired commercial outcomes.
  • Leading the development of analysis and reporting of key metrics of the Service Experience & Planning Directorate to meet and surpass NSW TrainLink and contractual requirements.
  • Providing centralised support for cleaning and catering functions including stock control, vendor management and compliance and liaison with procurement.
  • In conjunction with Customer Coordination and Service Delivery Branch and Network Services Directorate lead Service Experience & Planning’s operational and customer planning capability to support the response to special events, possessions, alternate transport, school coordination, timetables, contingency plans, customer systems, track access and interfaces agreements.
  • Overseeing and managing the budget including program budgets, forecast cash flows and efficiency programs.
  • Executing safety responsibilities, authorities and accountabilities consistent with NSW TrainLink’s safety management system requirements and safety plans and ensure service experience programs align to Safety in Design outcomes.

About you

As an authentic leader, you have a proven track record in delivering transformation in customer experience and service delivery. You have a sound knowledge of service development, contract support management, operational planning and customer experience and you enjoy the challenge of leading and managing teams towards a culture of exceptional customer service harnessing continuous improvement and innovation, as well as identifying and establishing strategic operational priorities.

Your demonstrated experience and success in managing evolving customer expectations and driving significant transformational change in customer services delivery and culture will stand you in good stead. In addition, you have a particular passion for improving the customer experience of regional and outer metropolitan customers. You bring a high degree of credibility and you know how to drive a culture of accountability for outcomes and duties. As a customer-centric thought leader, you?have a collegiate and collaborative leadership style coupled with highly advanced stakeholder management skills meaning you can navigate complex processes and priorities while bringing others along on the journey.

In return, we offer you variety, challenge and the opportunity to make a real difference to the people and communities of regional and outer metropolitan NSW.

Want to know more?

Please click here to view a copy of the Role Description.

If you’re ready to step into this meaningful and rewarding role, we want to hear from you!

Salary and Benefits

Transport Service Senior Executive TSSE (1B).

How to apply

To apply for this position, please submit a resume and brief covering letter (no longer than one page) and complete the questions detailed in the online application form.

Close date: Friday 28th May 2021 (11:59 PM)

Need help?
For more information on how to apply for a role in the NSW Public Sector please click here .

For any enquiries, please contact Joanne Vanderfield e: Joanne.Vanderfield@transport.nsw.gov.au (Mon-Weds) or Nicole Ward e: Nicole.Ward@transport.nsw.gov.au (Thurs-Fri)

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