Rachel Wheeler


Executive Director – Customer Experience
Transport for NSW


11:30 AM Transport NSW’s Use of Human Centred Design to Evolve Their Customer Experience Across All Networks

Transport for NSW prides itself on prioritization of customer satisfaction – with their lowest score being an impressive 89% for train and bus networks. They have recently introduced 8600 additional weekly services and are making changes to the system. Rachel is responsible for managing 6 functions to ensure that customer experience is embedding throughout the organisation and is not simple a tick box.

  • Utilising human centred design for large infrastructure projects
  • Approach public sector customer experience from a private sector background and the key learnings associated with this
  • Utilising emerging technologies including AR/VR to aid in customer experience management
  • Looking at the future and evolving areas for innovation in the transport sector


Check out the incredible speaker line-up to see who will be joining Rachel.

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