Director Engagement and Services

Together we shape thriving communities, public spaces, places and economies.

• Lead a high-impact team transforming customer service for millions across NSW
• Ongoing full-time role
• Location negotiable across NSW with flexible working supported
• TRP from $225,628 - $250,574 including superannuation, commensurate with experience

Are you a strategic leader with a passion for transforming public service delivery? The Department of Planning, Housing and Infrastructure (DPHI) is seeking a visionary executive to lead our Engagement and Services function—driving innovation, operational excellence, and customer-centric reform across one of NSW's most impactful government portfolios. This is your opportunity to shape how customer services are delivered to millions and leave a legacy of improved outcomes for communities across the state.

About the Role

As the Director Engagement and Services, you will lead the strategic delivery of customer-facing operations across DPHI. This pivotal role is responsible for shaping and executing innovative, high-impact digital and customer service programs that enhance the experience of our diverse stakeholders and communities.

You will oversee a portfolio that includes customer service centres, user experience and research, digital training, customer engagement and digital change management. With a focus on operational excellence and service transformation, you will drive initiatives that streamline processes, elevate service quality, and embed a customer-centric culture across the organisation.

Reporting to the Executive Director, you will play a critical role in advising senior executives and Ministers, influencing cross-government collaboration, and ensuring the department's services are responsive, inclusive, and future-ready. This is a rare opportunity to lead at scale, with a direct impact on how government services are delivered to the people of New South Wales.

For more information read the full Role Description: Director Engagement and Services

About You

You are a visionary leader with deep expertise in customer transformation, communications and change management, stakeholder engagement. With a proven track record in managing complex customer programs, you bring a strategic mindset and a collaborative approach to solving challenges in dynamic environments.

Your leadership style inspires high performance and fosters a culture of accountability, innovation, and continuous improvement. You thrive in environments where cross-agency collaboration and business partnering are essential, and you are adept at translating complex customer concepts into actionable insights for diverse audiences.

You are passionate about delivering public value through technology and data, and you are committed to inclusive leadership, ethical governance, and driving reform that improves outcomes for communities across NSW.

Essential requirements

• Tertiary qualifications in relevant discipline and/or equivalent level of knowledge and experience.
• Demonstrated operation and program delivery.

About Us

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities.

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

To Apply

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close on Tuesday 21 October 2025 at 11:55PM

Should you require further information about the role please contact Matthew Dwyer, Talent Acquisition Partner via email at

Interviews will be held over MS Teams from 6th – 14th November 2025.

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Looking for more information or assistance in applying?

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via or HR Support, option 3, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

If you are an Aboriginal or Torres Strait Islander check out our Aboriginal guide to applying for a role.