Director Innovation & Continuous Improvement

Be part of a once-in-a-generation $51.2b total infrastructure investment, Opportunity to make a real impact, shaping the future of NSW, Transport Senior Service Executive role offering an attractive salary.

About us

At Sydney Trains our vision is to keep Sydney moving by putting the customer at the centre of everything we do. We work at the heart of local communities and integrate cutting edge technology to deliver efficient rail services which exceed expectations and support a rapidly growing economy. Sydney Trains also operate the Rail Operations Centre and are responsible for the maintenance of assets including tracks, trains, signals, overhead wiring, stations and facilities. We conduct our operations in the community in compliance with the principles of ecologically sustainable development.

Customer Operations

Customer Operations works seamlessly to deliver memorable customer journeys each and every day, both now and into the future.

We have huge challenges ahead of us with increased patronage and evolving customer expectations.It means that we focus on the delivery of consistently excellent service and strong operational performance, while at the same time delivering major projects that create capacity across the network.

At the core of Customer Operations is:

  • A strong focus on operations planning and on the day of control in a multi-modal transport system
  • The delivery of exceptional customer service
  • A strong focus on our customer environment
  • A greater emphasis on continuous improvement
  • The safety and wellbeing prioritised for our customers and our people

The primary purpose of the Performance function is to provide data-driven and actionable insights to promote a culture of innovation and continuous improvement.

The opportunity

As we look to meet the changing needs of our customers, this role reflects a prioritisation of truly strategic, forward-thinking innovative, transformation and change activities.

You will play a pivotal role in our team, setting the direction, not only today but for years to come.

Reporting to the Head of Performance, the Director, Innovation and Continuous Improvement is responsible for overseeing the management, delivery and implementation of business improvement and innovation initiatives across Customer Operations.

You will collaborate with a range of stakeholders to monitor performance and provide valuable insights and drive business improvement, you will champion business improvements and innovation by providing direction, coaching and mentoring to our people to ensure a positive and thriving workforce.

What you will be involved in

  • Champion and maintain Performance Management System (PMS) to ensure a systematic approach to Customer Operations performance improvement
  • Overseeing innovation and business improvement activities to ensure Sydney Trains are able to meet its broader strategic goals, including the successful delivery and implementation of initiatives generated from our human centred design hub, Customer Central
  • Overseeing and drive research, development of frameworks, tools and coaching activities across the Innovation team
  • Overseeing and support scoping, planning and design of business improvement initiatives (including technology) ensuring optimal business and functional delivery and implementation
  • Overseeing the timely implementation of business improvement and innovation initiatives, projects and technology which maximises identified benefits.

About you

You are a seasoned executive who is passionate about driving significant change and making a lasting difference for generations to come.

As a thought leader, you will have a collegiate and collaborative leadership style and a proven track record in driving outcomes and building success across a diverse workforce. Your highly advanced stakeholder management skills mean you can navigate complex processes and priorities while bringing others along on the journey.

You are an expert in leading teams towards a culture of continuous improvement and innovation as well as identifying and establishing strategic operational priorities.

Ideally you are accredited in one or more business process improvement methodologies e.g. human centred design, Six Sigma, Lean, CEM Method or similar and exceptional skills in delivery with strong focus on the customer, staff engagement, realisation of business benefits and cross-functional collaboration.

Our Commitment to Diversity

Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.

Want to know more

Please click hereto view a copy of the Role Description.

Salary and benefits

Transport Senior Service TSSE 1A level role.

How to apply

To apply for this position, please submit a resume and address the following questions in the application:

a) how your skills and experience suit the role, and
b) your most significant and relevant achievement.

Close date: 11:59pm Wednesday 24 June, 2020


For permanent positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident. For most Temporary jobs, you need a visa that gives you permission to work in Australia. Applicants will need to complete merit based selection activities and will be subject to satisfactory medical, drug & alcohol and criminal record checks as part of the selection process. To be considered for this role you must be 18 years of age. Please note that an eligibility list may be created for this position, and position(s) of the same classification that subsequently become vacant may be filled using this eligibility list (where the vacancy is within 60 minutes travelling time).



Are youpassionate about driving significant change and making a lasting difference for generations to come Join Sydney Trains asDirector Innovation and Continuous Improvement.

16/06/2020 $0 CBD, Inner West & Eastern Suburbs 1 Manufacturing, Transport & Logistics
Apply for this job

Option 1: Use this option if you want to upload a new cover letter and a Resume file

Apply Now ! Send Your Resume