Senior Advisor, Customer Insights

Senior Advisor, Customer Insights (Grade 9/10) NSW Government Digital Channels team

• Temporary role to September 2026

• Sydney - McKell office and hybrid work option

This is an exciting temporary opportunity for the position of Senior Advisor, Customer Insights, NSW Government Digital Channels team.

The NSW Government Digital Channels team is looking for an experienced Senior Advisor, Customer Insights to help drive our vision of becoming the world's most customer-centric government.

Supporting the team that manages the NSW Government website, , you will be a customer experience insights specialist working with digital channels data, primarily Google Analytics. You will be passionate about interpreting data into actionable insights so our delivery teams can make customer-centric decisions that will optimise the customer experience.

Key responsibilities:

• Drive and develop Google Analytics (GA4) platform and governance framework to support insights, reporting and continuous improvement activities

• Develop a range of analytics BAU support resources, guidelines and processes in line with our projects and service model

• Collaborate with technical specialists and vendors as part of managing GA/analytics frameworks and project delivery

• Manage and respond to requests for information and support, both internal and external

• Present and update internal Digital Channels reports and dasbhoards as required

Required skills:

• Extensive experience with the Google Analytics 360 platform, digital channel and content reporting

• Experience leading and managing projects with strong emphasis on product, best practice and governance frameworks

• Excellent communication skills both written and oral. You'll be writing support articles, guides, preparing presentations and sharing insights to different audiences, both internal and external

• Experience with Google Looker Studio and knowledge Google Tag Manager an advantage

Hiring Manager: Belinda Immerz, Senior Manager Insights and Optimisation

About NSW Government Digital Channels Team, Department of Customer Service

The NSW Government Digital Channels team is responsible for central NSW Government digital channels including the NSW Government website and NSW Government Facebook.

On these channels, we provide an inclusive and consistent experience for NSW Government customers.

Salary Grade 9/10, with the base salary for this role starting at 129,464 base plus superannuation

Click Here to access the Role Description.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: 10th of October 10am

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.

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