Senior Customer Experience Advisor

Experience Management | Government Technology Platforms (GTP)

Role Type: Temporary (12 months)

 Grade: DCS Clerk Grade 9/10 ($129,464–$142,665 + 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 most importantly customer centric. 

About the team 

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

Our team of insights professionals is tasked with:

• 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

About the role

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

About You

• 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

Desirable experience (not essential)

• 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

Click Here to access the Role Description.

For enquiries relating to recruitment please
contact Swathy Mohan via

For enquiries relating to the role, please contact Alexis Muller via 

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:

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.

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 or

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