Cx Design Lead

**CX Design Lead**
- DCS Clerk Grade 11/12 starting from $139,798 - $161,663, plus employer’s contribution to superannuation and annual leave loading
- 2x Ongoing Full-time
- Hybrid role, majority time in the Sydney office

**About NSW Telco Authority**

We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters.

NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services.

We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe.

NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider part time, job share and other flexible arrangements.

We’re proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.

We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We’re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.

For more information, go to NSW Telco Authority

**About the team**

This role sits within the Customer Business Unit in the Customer Experience (CX) team.

Our team is responsible for uplifting CX maturity across NSW Telco Authority (NSWTA) and driving a multi-year CX transformation program.

Excellent stakeholder management skills are required for this role as well as strong influencing and negotiating skills.

Additional experience in UX and/or visual design is also highly desirable.

**Your day-to-day**:

- Conducting workshops with emergency service customers and staff to understand the root cause of issues and defining problems that need to be solved.
- Conducting internal and external ideation workshops and designing solutions/prototypes that will be validated and refined with internal and external customer input.
- Creating detailed service blueprints of existing telecommunications services and future state ideations.
- Visually representing complex problems or concepts into easy to understand and presenting
- Working as part of a cross-functional team to see solutions being fully implemented using ongoing iterative processes.
- Working collaboratively to uplift CX maturity across the agency

**To be successful in this role you will demonstrate**:

- An extensive understanding of P25 radio networks, mobile broadband and satellite technologies as well as contact centre operations
- 5+ years’ experience in a CX lead role, ideally with user research and UX/digital design skills/experience.
- The ability to work autonomously and independently drive telecommunications CX projects forward within agreed timelines.
- The ability to manage and influence complex and sensitive consultations with diverse stakeholders including Emergency Services Organisations, within agreed timelines and varying expectations, viewpoints and interests.
- Develop visually compelling frameworks and prototypes to communicate opportunities to senior stakeholders and the Executive team. - e.g. Expertise in using Miro, Figma or other digital collaboration tools to facilitate online workshops and produce prototypes/wireframes

**What we need from you**:
An up-to-date CV and a brief cover letter outlining how your skills and experience are aligned to the role.

Salary Grade 11/12, with the base salary for this role starting at $139787 base plus superannuation

**Closing Date: Monday, 25 November 2024 at 9.59am AEST**

**Careers at Department of Customer Service**
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.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process