Meet Susannah Le Bron, one of our Top 50 Public Sector Women

Susannah Le Bron, Executive Director of Customer Service at Sydney Trains, is one of five exceptional women from across the Transport cluster who were recently named on the inaugural NSW Top 50 Public Sector Women list.

Susannah has been breaking new ground in an industry traditionally dominated by men since she arrived at Sydney Trains three years ago. Under her leadership, the organisation has transformed its approach to customer service, shifting the focus from moving trains, to one that is all about moving customers and enhancing their experience. And it’s paying off, taking Sydney Trains to a 90 per cent high in its customer satisfaction score.

Susannah took some time out this week to help us get to know her a bit better and share what it means to be named alongside some of the most influential and inspirational people in the Public Sector.

Tell us about your role and team at Transport

As the Executive Director of Customer Service at Sydney Trains, I’m responsible for leading and delivering our customer service strategy. This includes our customer service on the frontline at stations, as well as other areas like facility maintenance, revenue uplift, customer insight, station infrastructure, fare compliance, technology and support functions to provide a successful customer experience.

What excites you most about working for Transport and the Public Sector?

Being at the forefront of providing world-leading infrastructure, technology and innovation in a fast growing city and state.

What is your biggest career highlight to date?

Being recognised as one of the Top 50 women in the Public Sector – it’s such an honour. And working with my leadership team, who are the best I have ever worked with in my career.

What advice do you have for other women who are looking to progress their careers at Transport?

Continue to stay true to your strengths and style of delivery. Only you can truly control your future, so own it!

How do you ensure you keep a good work/life balance?

It sounds selfish but you need to look after yourself before you can look after anyone else. For me, it means exercising outside every day and finding time to just be in the moment with close family and friends. I also catch the train everyday so I use my 1km walk to and from the station to switch between my different roles.

What does this recognition mean to you?

It confirms that I have made a meaningful impact to my role in the Public Sector.

Tell us a fun fact that people may not know about you?

I love musicals! Sometimes when I’m walking to the station with headphones on and listening to a track from The Greatest Showman, it takes all my strength not to break out into singing and dancing!! Not sure how this would look with my Sydney Trains lanyard on.


Susannah recently announced she has secured a new, exciting role as CEO of a significant public profile community service organisation! The impact Susannah has made at Sydney Trains is unquestionable and we thank her for her hard work, passion and vision. We’re sorry to see her go, and wish her all the best in her new venture.

Read our chats with our other inspirational Top 50 Public Sector Women: Jane Richardson, Peta Gamon, Becky Wood and Samantha Abeydeera.

Susannah Le Bron, Executive Director of Customer Service at Sydney Trains, is one of five exceptional women from across the Transport cluster who were recently named on the inaugural NSW Top 50 Public Sector Women list.

Susannah has been breaking new ground in an industry traditionally dominated by men since she arrived at Sydney Trains three years ago. Under her leadership, the organisation has transformed its approach to customer service, shifting the focus from moving trains, to one that is all about moving customers and enhancing their experience. And it’s paying off, taking Sydney Trains to a 90 per cent high in its customer satisfaction score.

Susannah took some time out this week to help us get to know her a bit better and share what it means to be named alongside some of the most influential and inspirational people in the Public Sector.

Tell us about your role and team at Transport

As the Executive Director of Customer Service at Sydney Trains, I’m responsible for leading and delivering our customer service strategy. This includes our customer service on the frontline at stations, as well as other areas like facility maintenance, revenue uplift, customer insight, station infrastructure, fare compliance, technology and support functions to provide a successful customer experience.

What excites you most about working for Transport and the Public Sector?

Being at the forefront of providing world-leading infrastructure, technology and innovation in a fast growing city and state.

What is your biggest career highlight to date?

Being recognised as one of the Top 50 women in the Public Sector – it’s such an honour. And working with my leadership team, who are the best I have ever worked with in my career.

What advice do you have for other women who are looking to progress their careers at Transport?

Continue to stay true to your strengths and style of delivery. Only you can truly control your future, so own it!

How do you ensure you keep a good work/life balance?

It sounds selfish but you need to look after yourself before you can look after anyone else. For me, it means exercising outside every day and finding time to just be in the moment with close family and friends. I also catch the train everyday so I use my 1km walk to and from the station to switch between my different roles.

What does this recognition mean to you?

It confirms that I have made a meaningful impact to my role in the Public Sector.

Tell us a fun fact that people may not know about you?

I love musicals! Sometimes when I’m walking to the station with headphones on and listening to a track from The Greatest Showman, it takes all my strength not to break out into singing and dancing!! Not sure how this would look with my Sydney Trains lanyard on.


Susannah recently announced she has secured a new, exciting role as CEO of a significant public profile community service organisation! The impact Susannah has made at Sydney Trains is unquestionable and we thank her for her hard work, passion and vision. We’re sorry to see her go, and wish her all the best in her new venture.

Read our chats with our other inspirational Top 50 Public Sector Women: Jane Richardson, Peta Gamon, Becky Wood and Samantha Abeydeera.