Transdev is currently seeking a Customer Experience Manager to join our Sydney based team. Become part of an industry that’s growing faster than ever before!

Provide specialist expertise and advice in connection with Business Development activities, specifically contributing to Transdev Australasia tenders to ensure they reflect the latest customer experience developments, best practices and innovations, while at the same time ensuring relevance, fit and value for money to the tender region, client, and customer base. The role is also charged with facilitating the Customer Experience information and initiative sharing across Transdev’s Australasia and global business operations.

About the Role

• Support Transdev’s tender pipeline and business development opportunities through development of customer experience strategies, plans and associated deliverables

• Lead the Customer Experience workstream for tenders to ensure Transdev’s overall tender strategy reflects the latest customer experience developments, best practices and innovations, while at the same time ensuring relevance, fit and value for money to the tender region, client, and customer base

• Manage the research and analysis of customer insights from various sources as part of Transdev’s pre-tender preparedness

• Contribute to the bid process by preparing the required written Customer Experience sections in a high-quality and compelling manner, to effectively ‘sell’ the Transdev strategy and suite of initiatives

• Develop the strategy for customer experience related systems, tools, processes, resourcing, and manage associated costs

• Engage with other workstreams for alignment and enhancement of overall tender strategies and innovations, including operations, innovations, network planning and stakeholder engagement

• Oversee the development of Transdev Australasia’s Customer Service Standards and implementation across the various bus, rail (passenger and light rail) and ferry modes operated within the region

• Lead the annual International Customer Service Standard (ICSS : 2020-2025) Certification process and coordination across Transdev’s business operations in partnership with the Customer Service Institute of Australia (CSIA)

• Prepare the Customer Experience Plan and activities to support tender transitions as part of post-tender award preparations

About You

• Tertiary qualifications in Communications, Business Management or another related discipline

• Demonstrated experience in customer service programs and improvements in a large, complex service organisation

• High level knowledge of and experience in the concepts, principles and use of customer data and research to drive improvements in customer service and drive customer focus in the planning and delivery of services

• Demonstrated experience in a project management role

• Ability to advocate for the customer and champion a customer centric culture in the organisation, business development and tender teams

• Ability to undertake investigative customer insight research and analysis to identify and incorporate the interests and needs of customers in tender responses.

• Ability to build and maintain effective working relationships.

• Strong conceptual, analytical, consultative, problem solving and decision-making skills.

• Transport industry experience is desirable

• Prior experience in preparing transport tenders is desirable

About Transdev

• Inclusive and supportive work environment

• Flexibility at work and leave policies to support balanced work and family responsibilities

• Comprehensive Employee Assistance Program promoting positive health and wellbeing outcomes for all our employees, including counselling and professional advice, financial and lifestyle programs

• Global company across 17 countries with opportunity to grow and develop

• Shape the future of transport in your community – supporting the transition to green energy powered and zero emission modes

Transdev is a world leader in the operation of passenger transport services. We operate in 17 countries around the world, with 83,000 employees who enable 11 million passenger trips every day. We are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve.

Our Values and beliefs

The work we carry out at Transdev touches the lives of our families, friends and future generations alike. Contributing to our growing, global business means you can make your mark, push boundaries and reach your maximum potential. As an equal opportunity employer, we are committed to reflecting the diversity of the communities we serve. We support applications from people representing all diversity groups and ages such as Aboriginal and Torres Strait Islander, Lesbian Gay Bisexual Trans and/or Intersex (LGBTI), people with disabilities, religious beliefs, and ethnicity.

Vaccination Mandate for New Employees

As people serving people, we want to do our bit to keep our communities safe. As a condition of employment with Transdev all successful applicants will be required to be fully vaccinated against COVID-19 with vaccines that are registered with the Australian [link removed] or New Zealand [link removed] governments, depending on which country where you will be working.

You will be required to provide proof of vaccination which will be sighted as part of the recruitment process.

All of our recruitment processes include medicals, drug & alcohol testing, police checks, licence checks and right to work checks. By submitting your personal information to Transdev you consent to such information being collected, held, used and disclosed in accordance with our Privacy Policy.