Welcome to the Customer Experience Marshal Program
Congratulations
Congratulations on starting your new role as a Customer Experience Marshal (CXM) or Senior Customer Experience Marshal (SCXM) with Sydney Trains!
We are excited to have you onboard.
About the Customer Experience Marshal (CXM) Role
The CXM role is responsible for providing a high level of customer service, aimed at improving the customer’s travel experience across all modes of public transport. As well as ensuring the safety of our customers by providing crowd management duties, monitoring customer flow and taking the necessary corrective action to maximise customer convenience.
About the Senior Customer Experience Marshal (SCXM) Role
It is the role of the SCXM to lead a team of Customer Experience Marshals to deliver high level of customer service, aimed at improving the customer’s travel experience across all modes of public transport. As well as ensuring the safety of our customers by providing crowd management duties, monitoring customer flow and taking the necessary corrective action to maximise customer convenience.
Your Learning Pathway
We have designed a two week Program that will equip you with the knowledge and skills to confidently provide exceptional customer experiences.
The Program has three key themes:
- Customer Advocates
- Safety Champions
- Team Player
The Program has three key strategic pillars:
- Customer at the Centre
- Safety at the Core
- People at the Heart.
The Learning Hub
This Learning Hub is designed to support you through your learning pathway to becoming a CXM at Sydney Trains.
Click on the below links to download course materials including PowerPoint Presentations, Participant Workbooks, videos and Quick Reference Guides.
Team Player | Customer Advocate | |||
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CEM02C Setting you up for success | CEM03C Exceptional customer service and experience | |||
 | PowerPoint Presentation |  | PowerPoint Presentation | |
CEM09C Practice makes perfect | CECM04C Customer engagement & crowd management | |||
 | PowerPoint Presentation |  | ||
 | ||||
| CEM05C Travelling in my customer's shoes | ||||
| There are no resources available for this course. | ||||
| Safety Champion | ||||
 |  | |||
CEM07C Keeping our customers safe | MCB03C Managing challenging behaviours | |||
 | COVID-19 Physical Distancing CMP Circular Quay |  | PowerPoint Presentation | |
 |  | Participant Workbook | ||
 | Cronulla Summer CMP | |||
 | Operational Readiness Plan - NRL Grand Final | |||
EDR01 Emergency door release | CEM06C Reporting and intelligence | |||
 | Participant Handout |  | PowerPoint Presentation | |
 | ||||
EHT01B Escape Hide Tell | SHM04E Report an incident | |||
 | PowerPoint Presentation |  | Login to Equip and complete SHM04E | |
 |  | |||
CEM09C Effective communication | SHM05E Report unsafe conditions | |||
 | PowerPoint Presentation |  | Login to Equip and complete SHM05E | |
 |  | |||
CSD02 Security awareness and action | REM01B Rail emergency management | |||
 | PowerPoint Presentation |  | PowerPoint Presentation | |
 | Participant Workbook |  | Participant Handout | |
 |  | FAQ | ||
 | ||||
 | ||||
 | ||||
| CEM04C COVID safety | STDA01B Duress alarm | |||
 | PowerPoint Presentation |  | PowerPoint Presentation | |
 | Current NSW Health Guidelines |  | Quick Reference Guide | |
 | Randwick Council Website Waverley Council Website Woollahra Council Website Beachsafe App |  | FAQ | |
 | COVID Stay Informed Page | |||
WX93E Automated external defibrillator | CEM08C Personal safety strategies | |||
| This is an externally delivered online course. Refresh your knowledge using the resources below. | This is an externally delivered course. There are no resources available online. | |||
 | SM34E Hazardous manual tasks | |||
 | Login to Equip and complete SM34E | |||
 | Quick Reference Guide | |||
 | ||||
| Leading high performing teams | ||||
 | Leading High Performing Teams PowerPoint Presentation | |||
 | Emotional Intelligence PowerPoint Presentation | |||
 | Leaders Guide to Coaching  | |||
Your Learning Pathway
Your CXM Journal
The Senior Customer Experience Marshal (SCXM) in your team will be responsible for leading conversations with the team and recording your discussions using this learning Journal. The Journal is designed to enable your team to reflect, discuss and provide feedback on their learning and performance.
Access the CXM Journal here.
The 5 Ways of Leading
Transport has a Leadership Model called the "Five Ways of Leading". This Model was developed by the people of the transport cluster for everyone who works at Transport.
Visit fivewaysofleading.com.au to learn more and access a wide range of resources.
Download the Five Ways of Leading Cards to use with your team.
COVID Safety
For the latest COVID Guidelines, visit NSW Health.
CXM Onboarding Reference Guide
Opal Learning Hub
Visit the Opal Learning Hub to access a wide range of resources including videos, handy links, FAQs, training material and quick reference guides.
Excellent product knowledge will enable you to effectively assist customer's in their journeys using Opal.
Participant Information Handbook
Download your CXM Participant Information Handbook.
Meet the Capability Support Team
Keara Byrne
Manager Capability Development
Customer Operations
Sydney Trains
email: keara.byrne@transport.nsw.gov.au
Myrna Chaaya
Capability Development Lead
Customer Operations
Sydney Trains
email: csdtrainingcoordination@transport.nsw.gov.au
phone: 0437 667 004
Meet the Learning and Development Team
Martin Caldwell
Principal Trainer
Learning and Development, TfNSW
email: martin.caldwell@transport.nsw.gov.au
phone: 9752 6882
Neil Ackary
Trainer, Operations and Safety Programs
Learning and Development, TfNSW
email: neil.ackary@transport.nsw.gov.au
phone: 0415 825 760
Get the SuccessFactors app
Using a mobile or tablet device to access your training in Equip?
Use the Quick Reference Guide to download and activate the SuccessFactors app on your device.