Director - Customer Experience Planning (BU3)

Role Summary:

Guides the planning and evaluation of initiatives that impact the transport customer journey. Acts as the key liaison between strategy, operations, and design teams to embed customer experience priorities into broader transport projects and policies.

Key Responsibilities:

·       Lead the development of CX performance frameworks, KPIs, and investment plans.

·       Align customer experience goals with strategic transport plans and capital projects.

·       Manage customer research programs and feedback loops to inform decisions.

·       Support service planning and network design with a focus on customer outcomes.

·       Represent the voice of the customer in cross-departmental planning forums.

Behavioral Competencies:

·       Systemic Thinking – Connects planning decisions to end-to-end customer journeys.

·       Customer Advocacy – Ensures CX priorities are represented in high-level planning.

·       Results Orientation – Drives improvements through data and structured evaluation.

·       Influencing Without Authority – Aligns stakeholders and secures commitment across silos.

·       Judgement and Prioritization – Makes sound trade-offs between customer experience and operational feasibility.