Customer Strategy and Technology accountabilities

Our accountabilites:

• NSW wide, all customer segments (people and goods), all forms of mobility
• Lead customer insights capability unlocking customer related data for improved customer outcomes
• Future/visionary direction setting – policy to enable future-state outcomes; influence the national Transport policy agenda on behalf of the Cluster; partnering, developing and trialing of new customer technologies and digital solutions
• Strategic transport planning and placemaking (mid – long term) to create successful local communities and positive economic outcomes
• Manage Media and public affairs for TfNSW
• Deliver marketing campaigns and customer & community communications for customer divisions
• Deliver effective co-ordination of government and ministerial services for the Cluster
• Focus on the needs of the freight industry to deliver customer and economic outcomes for NSW
• Drive commercial and customer outcomes through pricing and revenue
• Deliver and manage effective customer payment solutions and operations
• Design, manage and measure the end to end customer journey experience
• Manage customer service operations (calls centre, complaints mgt etc) reducing customer effort and improving cost to serve through digital transformation