Senior Customer Experience Advisor

Experience Management | Government Technology Platforms (GTP)

Role Type: 12 months temporary full-time role

Grade: DCS Clerk Grade 9/10 ($129,464–$142,665 + 12% super + leave loading)

Location: Sydney (Flexible NSW locations + Hybrid working)

The Experience Management team is part of Government Technology Platform (GTP), which provides NSW government clusters with digital solutions that are transformative, secure, scalable and customer centric.

In Experience Management our core focus is to bring the voice of the customer to decision making across the whole of government.

• Scaling customer and employee experience across the Department of Customer Service
• Driving a single view of NSW Government customers
• Telling the collective story of the whole-of-government customer experience
• Guiding the NSW Government sector in best practice research and insights

The Senior Customer Experience (CX) Advisor role supports the deployment of Voice of the Customer (VoC) and Voice of Employee (VoE) programs across NSW government partner agencies. The role will mainly focus on customer and employee experience projects and insights delivery, by supporting stakeholders in identifying and developing strategies and methods to best capture real-time feedback and enable insights that will form recommendations on how to improve customer satisfaction and experience across partner agencies.

Reporting to the Experience Management Principal Product Engineer, you will take a lead role in developing and implementing mechanisms to engage with customers, including:

• Design and run ad-hoc qualitative and/or quantitative customer research projects to produce actionable insights
• Build and maintain collaborative relationships with stakeholders across government, including providing research advice and expertise
• Seek opportunities and implement solutions to improve government's capability in using customer & employee insights
• Ensure efficient and effective use of project resources to deliver objectives within established timeframes

• Relevant tertiary qualifications and/or experience in a related role. We encourage applications from people who are looking for the next step up in their career
• Experience in developing, building and delivering customer experience programs is essential
• Strategic and analytical approach who can think outside the box to solve complex problems
• Experience in delivering end-to-end qualitative and/or quantitative research projects from designing the research to producing actionable insights
• Experience in a fast-paced environment with proven ability to manage multiple projects and change activities if required
• Demonstrated project team experience
• Excellent communication skills including clearly explaining complex information
• Strong experience in collaborating with and influencing stakeholders
• Experience in developing and writing business guides and related documentation
• Commitment to delivering quality outputs with a high degree of attention to detail
• Proactive self-starter who can work autonomously and collaboratively
• Ability to providing guidance and support to more junior research officers

• Experience Management platforms
• Scaled Agile ways of working (SAFe)
• JIRA
• CX / EX design
• Governance (particularly privacy/security)

Salary Grade 09/10, with the base salary for this role starting at 129,464 base plus superannuation

Closing Date: 09:59 am, 12 Sep 2025

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact swathy.mohan2@customerservice.nsw.gov.au or 02 9494 8351.

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