Customer Insights Analyst

About the role

Join the Customer Insights team to shape the future of transport across NSW by turning complex data into actionable recommendations that improve customer experience, safety and network performance.

Key responsibilities

• Generate, analyse and communicate customer, mobility and network insights to support decision‑making across all transport modes.
• Identify trends and patterns in large datasets to improve service reliability, customer outcomes and network efficiency.
• Design, develop and maintain dashboards, visualisations and analytical models for easy consumption of complex information.
• Collaborate with data, engineering, operational and business stakeholders in agile, cross‑functional squads.

Required profile

• Curious analyst with strong problem‑solving skills and a passion for evidence‑based decision making.
• Experience working with large, complex datasets and delivering clear, practical recommendations to senior stakeholders.
• Excellent communication skills, able to tailor messages for technical and non‑technical audiences.

Required skills

• SQL with ability to write and optimise queries.
• Python or R for data analysis.
• Tableau, Power BI or AWS QuickSight for visualisation.
• Familiarity with cloud platforms and tools such as Databricks, Snowflake, Spark or AWS.