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Senior Customer Experience Advisor bei myCareer - NSW Government

myCareer - NSW Government · Sydney, Australien · Hybrid

A$129,464.00  -  A$142,665.00

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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 [email protected].

For enquiries relating to the role, please contact Alexis Muller via [email protected].

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 [email protected] or 02 9494 8351.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process


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