Insights and Analytics Officer

2 weeks ago

Sydney, New South Wales, Australia NSW Government -NSW Trustee and Guardian Full time

Insights & Analytics Officer -
NSW Trustee & Guardian
We have an exciting role within the Customer Experience division.

As the Insights & Analytics Officer, you would be responsible for gathering insights across a range of customer data touchpoints to shape service delivery improvements.


We are looking for an expert to join the Customer Voice team to undertake customer research and shape solutions that generate positive outcomes and make a difference to our customers.


  • Temporary Full time vacancy up to end September hours per week.
  • Location: Sydney CBD. Flexible and remote working options 3 days in the office and 2 days remote working.
Clerk Grade: 7/8. Base salary $101,947 pa up to $112,849 pa plus super and annual leave loading.

About us
At NSW Trustee & Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers.

Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers' lives.

Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

About the team


The Customer Experience division provides a wide range of specialist support across NSW Trustee & Guardian divisions including customer advocacy support, service design, business development, marketing, brand, communications and media services.


About the role


The Insights & Analytics Officer role is pivotal in helping us to shape our priority customer initiatives and ensuring the delivery of improved customer outcomes that align with NSW Trustee & Guardian's Customer Excellence Principles.


The role has a strong focus in research capabilities and works collaboratively with internal and external stakeholders to share specialist evidence-based advice, drawing together available data sources, project managing bespoke research projects and analysing feedback to identify actionable insights.

For more information about the position, view the role description.

About you

  • Passionate about data, being able to interpret, analyse, share key insights and customer stories, with various stakeholders
  • Dedicated to using your expertise to make actionable recommendations to continuously improve service delivery
  • Able to adapt your communication style and collaborate with others to ensure customer perspective is understood, issues are clear, and opportunities for improvements are shared
  • A team player, able to build collaborative partnerships with a wide range of internal and external stakeholders
  • Interested in delivering accessible, ethical and equitable customer service to support our customers
  • Experience working both independently and across teams with strong organisational skills to adapt to emerging issues and manage competing priorities.

Essential requirements

  • Tertiary qualifications and/or equivalent knowledge, skills and experience in a relevant discipline or industry within the services sector, professional and/or communityfocussed areas across a diverse range of customer groups.
  • Up to date COVID19 vaccination status and able to provide acceptable proof.

Our commitment to diversity

What we offer
NSW Trustee & Guardian offers interesting, challenging and rewarding work that has real purpose.

Other benefits of joining us include:
- work-life balance with flexible work options including flex leave
- leave options including 14 weeks' parental or adoption leave
- career development

  • Fitness Passport
Be part of something bigger. For more about joining us, visit the Careers page on our website.

How to apply
- submit a resume (maximum five pages)
- attach a cover letter (maximum two pages) addressing the following targeted questions:

  • Outline how you meet the focus capabilities of this role, as specified in the role description.
  • Provide examples where you can demonstrate the key knowledge and experience, and essential requirements of this role, as specified in the role description.

Applications close: 11.59pm, Sunday 15 January 2023

Please note:

  • If you need an adjustment in the recruitment process or workplace, please let us know.
  • A talent pool?may be created for future ongoing, temporary and parttime roles, and is valid for 18months.

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