Senior Customer Experience Advisor

1 day ago


Sydney, New South Wales, Australia NSW Department of Customer Service Full time $129,464 - $142,665 per year

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 + 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: 09:59 am, 12 Sep 2025

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

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process



  • Sydney, New South Wales, Australia NSW Department of Customer Service Full time $129,464 - $142,665 per year

    Senior Advisor Strategy | Clerk Grade 9/10Location: Sydney, NSWEmployment Type :Full-time till temporary role till December 2026Salary Range: $129,464 - $142,665 + superannuation About the TeamJoin Revenue NSW's Strategy team, part of the Strategy & Innovation business unit, where we lead the delivery of Aspire 2032-our bold, long-term strategy to become...


  • Sydney, New South Wales, Australia myCareer - NSW Government Full time $129,464 - $142,665 per year

    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...


  • Sydney, New South Wales, Australia NSW Government Full time $129,464 - $142,000 per year

    Experience Management | Government Technology Platforms (GTP)Role Type:12 months temporary full-time roleGrade: DCS Clerk Grade 9/10 ($129,464–$142, % 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...


  • Sydney, New South Wales, Australia NSW Department of Customer Service Full time

    Senior Behavioural AdvisorClerk Grade:9/10Annual Salary Range :$129,464 - $142,665 plus superannuationEmployment Type:Temporary (up to 12 months), Full-timeLocation:McKell Building - Haymarket, Sydney / HybridTwo great opportunities in one application - Temporary Role and Talent Pool CreationThis job ad serves two purposes: filling a current role and...


  • Sydney, New South Wales, Australia NSW Department of Customer Service Full time $129,464 - $142,665 per year

    Senior Brand AdvisorClerk Grade:9/10Annual Salary Range:$129,464 - $142,665 + superannuationEmployment Type:Temporary (end of August 2026), Full-timeLocation:McKell Sydney/HybridAbout the teamThe NSW Government Brand, Advertising and Engagement team at DCS leads, delivers and reviews all-of-government brand, engagement and advertising strategies, policies,...

  • Senior Client Advisor

    2 weeks ago


    Sydney, New South Wales, Australia Loro Piana (HK) Ltd Full time $80,000 - $120,000 per year

    Loro Piana is an Italian luxury Maison founded in 1924, known for creating the finest quality textiles, ready-to-wear collections, accessories, and bespoke garments. Our dedication to exceptional craftsmanship and use of the world's finest raw materials positions us a leader in the luxury industry. As an iconic Maison within the LVMH group, we uphold a...


  • Sydney, New South Wales, Australia NSW Department of Customer Service Full time $99,338 - $110,271 per year

    **Assistant Advisor, Governance and Assurance - Office of the Registrar General (ORG)Grade:Clerk Grade 5/6Salary range:$99,938 - $110,271 + superannuation and leave loadingDuration:Ongoing, Full-timeLocation:**Sydney, McKell Building (Flexible working arrangements are currently in place) Office attendance required 2 -3 days per week.About UsORG is...


  • Sydney, New South Wales, Australia Burberry Full time $60,000 - $120,000 per year

    INTRODUCTION At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.   We aim to...

  • Sourcing Advisor

    5 days ago


    Sydney, New South Wales, Australia NSW Department of Customer Service Full time $100,000 - $130,000 per year

    Sourcing Advisor, Ongoing and Temporary positions available, based in Sydney CBD, Parramatta or Gosford + flexible working options available The Department of Customer Service (DCS) is looking for an enthusiastic and team-orientated individual to join the Corporate Services Procurement Team. The successful applicant will support DCS Corporate Procurement to...

  • Customer Advisor

    2 weeks ago


    Sydney, New South Wales, Australia NAB - National Australia Bank Full time $60,000 - $80,000 per year

    Customer Advisor - Kadina SAJob number: 803468Primary position location: SA- West regionCategory: Banking & Financial ServicesCategory: Retail/ConsumerWork type: Fixed term Part timeClosing at: Oct :25 AEDTFavouriteBranch Customer Advisor – BankingAre empowered to make a positive difference for customers and communitiesGiven the opportunity to learn, grow...