Customer Experience Analyst

You’re someone who wants to create outcomes that have a real impact on the people of NSW.

Here's your chance to design and deliver efficient, customer-focused internal services that also enhance accessibility, sustainability and overall quality of living for more people than you've imagined.

In this role, you'll:

In this role, you’ll deliver meaningful insights and customer-centric improvements by leading internal research and journey mapping to uncover pain points and define problem statements that inform the design of Transport internal services.

You’ll map and analyse internal customer data and employee experience metrics to identify trends, measure performance and translate findings into dashboards, reports, and compelling narratives that answer the question: “How are internal services performing for both employee using them and employee delivering them?”

You’ll facilitate feedback workshops to bring customer/employee voices into decision-making, collaborate across teams to implement service enhancements, and provide coaching on CX best practices and frameworks. Your work will ensure customer needs and perceptions shape enterprise-wide service delivery, drive innovation, and support continuous improvement - ultimately creating service experiences that are measurable, actionable, and aligned to organisational goals.

For more information on this role and team, view the role description and information pack.

About you

• • A foundational understanding of customer-centred thinking and a desire to apply it in real service and operational contexts
  • Experience gathering and interpreting data - qualitative or quantitative - to identify patterns, issues, and opportunities
  • Ability to produce clear summaries, visualisations, and simple artefacts (journeys, pain point summaries, dashboards, etc.)
  • Strong problem-solving skills and an organised, systematic approach to breaking down complex issues
  • Comfort supporting workshops, customer research, and analysis activities
  • Good communication and stakeholder skills, with an ability to present information clearly and concisely
  • Curiosity, attention to detail, and a willingness to learn from senior colleagues and broaden your CX/EX toolkit

Bonus if you have:

• Experience working with customer feedback tools, analytics platforms, or survey data
• Proficiency with CX/EX tools (Miro, Service Now, Qualtrics, Power BI, Tableau, etc)
• Experience in large organisations, public sector environments, or customer-facing operations
• Exposure to journey mapping, service design, or process analysis

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.