Customer Insights Analyst

Organisation/Entity: Transport For NSW

Job category: Projects

Job location: Macquarie Park, NSW, AU, 2113

Job reference number: 111583

Employment type: Permanent Full-Time

Salary range: $124810.0-$139787.0

You can be part of the team that enables significant service improvements for our people.

You’re called upon to help decision makers identify the options that best match their objectives. This is your opportunity to deliver exceptional services to the people of NSW, create innovative solutions, and foster strong partnerships.

In this role, you'll:

Join our Customer Insights team where you will help shape the future of transport across NSW through data, analytics and evidence-based insights. You'll uncover the stories behind customer behaviour, mobility trends and network performance, turning complex data into meaningful recommendations that improve customer experience, safety and transport outcomes.

You will:

• Generate, analyse and communicate customer, mobility and network insights that support informed decision making across all transport modes.
  

• Identify trends, patterns and contributing factors within large and complex datasets to help improve service reliability, customer outcomes and network efficiency.
  

• Translate analytical findings into clear, practical recommendations that influence business priorities and operational decisions.
  

• Design, develop and maintain dashboards, visualisations and analytical models that make complex information easy to understand.
  

• Build analytical tools and frameworks that strengthen organisational capability and support colleagues with specialist advice.
  

• Work collaboratively with a diverse range of stakeholders across data, engineering, operational and business teams.
  

• Contribute to agile, cross-functional squads with changing priorities and opportunities to support rapid-response analysis for high-profile business, Ministerial and media requests.
  

• Champion the use of analytics, innovation and emerging cloud technologies to deliver better business outcomes.
  

• Play a key role in helping Transport for NSW better understand how customers move through the network and how services can continue to evolve to meet their needs.

We currently have 3 x Permanent Full Time positions, offering hybrid working options from our Macquarie Park office.

For more information on this position and business unit, view the role description and information pack.

About you

You're a naturally curious analyst who enjoys digging deeper into the data to uncover trends, opportunities and insights that others may miss. You thrive on solving complex problems and turning information into practical recommendations that support better decisions and improve outcomes for customers and the transport network.

You'll bring experience in data analytics, customer insights, performance reporting or a related discipline, along with strong technical capability and a passion for evidence-based decision making. You are confident working with large and complex datasets, developing dashboards, visualisations and analytical models that help explain what is happening and why.

You communicate complex information clearly and can tailor your message to a range of audiences, from technical specialists through to senior decision makers. Working collaboratively comes naturally to you, and you're comfortable partnering with data, engineering and business teams to deliver high-quality analytics solutions in a fast-paced environment.

You have strong SQL skills and a solid understanding of relational databases, with the confidence to write and optimise your own queries. You'll also have experience using tools such as Python or R for analysis and Tableau, Power BI or AWS QuickSight for data visualisation. Experience working with platforms and technologies such as Databricks, Snowflake, Spark or AWS will be highly regarded.

Whether you're an experienced analyst looking to apply your expertise to large-scale transport challenges or an emerging professional with strong analytical and coding skills, you'll be excited by the opportunity to turn data into insights that influence real-world decisions and improve the journeys of millions of people across NSW.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

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.