Customer Insights Analyst

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Transport for NSW seeks a Customer Insights Analyst for a full‑time onsite role based in Macquarie Park with flexible work options. You will generate and communicate insights that improve customer experience and network efficiency, design dashboards, and advise a rotating agile squad with rapid response work. Key requirements include strong data analysis, SQL, Python or R, and Tableau or Power BI with cloud platforms such as AWS, Databricks or Snowflake. To apply, tailor your CV to show dashboards and decision impact, quantify outcomes, and demonstrate stakeholder storytelling, referencing the role description and information pack. Applications close 11:59 PM Sunday 5 July 2026. For details contact [email protected]. We support inclusive culture and flexibility.

You see the big picture, you’ve always worked on a grand scale, and now you’re ready to re-focus on grand impact.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

• Work as part of a team delivering customer, mobility and network insights across all transport modes.
• Generate, analyse and communicate insights that support evidence-based decisions to improve customer experience, safety and network efficiency.
• Analyse customer, mobility and network performance data to identify trends and contributing factors.
• Provide clear, actionable recommendations that uplift service reliability and outcomes.
• Design and maintain dashboards, analytical models and visualisations to explain complex behavioural and network patterns.
• Build analytical tools and support colleagues through specialist analytical advice.
• Work in an agile, matrixed environment with rotating squads, including time in a rapid response squad that turns around urgent analysis for Ministerial, Parliamentary and media requests — work where you can see your insight land in a decision the same day.
• Promote effective use of analytics and emerging cloud technologies within a fast-paced environment.

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

About you

• Bring strong experience in data analysis, customer insights, performance analytics or similar fields.
• Naturally curious — you explore the data beyond the brief and surface insights others miss.
• Communicate complex insights clearly to diverse stakeholders, from analysts to executives.
• Work effectively within cross-functional, technically complex and matrixed teams where squads and priorities rotate.
• Skilled in interpreting and manipulating data to generate meaningful insights.
• Experienced in developing dashboards, models and analytical solutions that support decision making.
• Qualifications in Computer Science, Engineering, Statistics or demonstrated relevant experience. Early career applicants with strong analytical and coding skills are encouraged to apply.
• Strong proficiency in SQL and a solid understanding of relational databases — you're confident writing your own queries, not just consuming someone else's.
• Working knowledge of Python or R for analysis, and experience with Tableau, Power BI or AWS QuickSight.
• Experience working with Big Data platforms and associated tools (e.g. Databricks, Snowflake, Spark, AWS).
• Ability to collaborate with data, engineering and business teams to deliver accurate and timely analytics solutions.

Work Location

This role can be based from any approved Transport workplace locations across NSW. For more information on approved work locations, visit NSW Statewide Office Locations.

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.