Role Seniority - mid level, senior

More about the NSW Customer Experience Manager role at ComfortDelGro Australia (CDC)

Are you ready to be part of the management team within our newly established Operational Support Group? CDC NSW is seeking an experienced Customer Experience Manager to lead our team and elevate how we deliver service across our network. This is your opportunity to make a tangible impact on public transport, ensuring every journey is safe, reliable, and customer focused.

About CDC NSW

ComfortDelGro Corporation Australia CDC is the largest private bus operator in NSW. Our people are our most valued asset and at the heart of our success.

We operate across seven countries with more than 24,300 employees, delivering over 2 million passenger journeys every day.

As part of a global organisation, we bring international expertise together with a strong local presence, providing safe, reliable, and customer focused transport services that support our communities.

The role

You will lead the Customer Experience function across CDC NSW, ensuring customer feedback translates into meaningful operational improvements. Key responsibilities include:

• Leading and developing the Customer Experience team

• Managing customer complaints, enquiries, and feedback within required timeframes

• Handling escalated and high risk customer matters including safety and reputational issues

• Coordinating responses to ministerial and TfNSW correspondence

• Analysing customer trends and driving continuous improvement initiatives

• Acting as the link between customers and operations including depots, OCC and service planning

• Overseeing customer communications during incidents and service disruptions

• Reporting on performance, insights and risks to senior leadership

• Promoting a strong customer focused culture across the business

About you

You are a confident and resilient leader who thrives in complex, fast paced environments. You will bring:

• Proven experience in Customer Experience leadership essential

• Experience in operations or service environments with transport highly regarded

• Strong stakeholder management and influencing skills

• Excellent written and verbal communication

• Ability to manage competing priorities and high pressure situations

• Analytical mindset with a focus on continuous improvement

• A calm, solutions focused approach when handling escalations

Tertiary qualifications in Business, Management or similar are desirable.

What success looks like

• Customer issues are resolved efficiently and professionally

• Insights drive real operational improvements

• Strong collaboration across depots and operational teams

• A consistent, high quality customer experience across the network

Interested?

If you are ready to lead customer experience in a role where your work directly impacts communities across NSW, we would love to hear from you. Apply now.

CDC NSW is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the ComfortDelGro Australia (CDC) team will be there to support your growth.

Please consider applying even if you don't meet 100% of what’s outlined

Key Responsibilities

• Leading the Customer Experience team
• Managing customer feedback
• Reporting on performance

Key Strengths

• Customer Experience leadership
• Stakeholder management
• Analytical mindset
• Transport operations experience
• ️ Communication skills
• Problem-solving

A Final Note: This is a role with ComfortDelGro Australia (CDC) not with Hatch.