Content Advisor
NSW Dept of Customer Service | Digital Channels
• Salary and Grade: Clerk Grade 7/8 starting at $113,574
• Employment type: Temporary role until 30 Sept 2025 with a possibility of extension
• Location: Hybrid. Primary location McKell, Sydney 2000
• Core skills: Drupal 10, content writing, content design, Scaled Agile Framework (SAFe), Jira
About the role
We are looking for an experienced digital content designer with Drupal 10 experience to join our Digital Channels team within Digital.NSW. Our mission is to create a more connected, accessible, and inclusive future for all of New South Wales, and to establish one trusted source of truth for government information, services, and community feedback.
This role sits within our OneCX Delivery stream and will report to the Principal Product Owner. You will support the Principal Product Owner to achieve their strategic roadmap by delivering engaging, inclusive, consistent, high-quality content for NSW Government customers.
You will be experienced in customer journey mapping, information architecture creation, content writing and content management to inform the content strategy and deliver world-class user experiences in accordance with editorial standards and guidelines.
You will have a hands-on approach to investigating and understanding customer need, as well as problem-solving tasks and challenges. You feel right at home working in content management systems, drafting and content layout, as well as collaborating with a variety of stakeholders.
You will be a champion of customer experience and will have the ability to integrate findings of user research, usability, accessibility and SEO standards to develop insights, identify pain points and provide solutions.
You will enjoy working within a multi-disciplinary team that delivers effective content, products and services to achieve our vision of creating a customer-centric digital experience for people in NSW.
Your key accountabilities include:
• Create high-quality, customer-centric digital content that follows the NSW Government editorial standards and guidelines
• Content drafting, layout and creative design of content within the Drupal 10 system, to best fits the needs of the customer and stakeholders
• Re-draft and uplift of complex content into plain English to a grade 9 reading age
• Produce digitally accessible and disability inclusive content to WCAG 2.2 AA standard
• Analyse and document customer journeys to produce an optimal Information Architecture
• Analyse digital analytics and monitoring tools such as SiteImprove and Google Analytics to understand key audiences, tasks, behaviours and trends, and translate insights into actionable outcomes
• Support our NSW Government stakeholders with their website uplift, and assist to educate diverse stakeholders on digital content best practices around accessibility and writing for SEO
• Contribute to program-wide continuous improvement initiatives around content tooling and ways of working
• Support the squad Delivery Lead by inputting to project timelines and estimates for content work. Assist to raise risks and issues as they arise
• Collaborate with the squad Senior Product Owner and provide input to enhance Drupal components to best fit the needs of the customer
• Contribute to team Agile ceremonies and Scaled Agile (SAFe) planning
Key skills and experience to be successful:
• Demonstrable experience working as a digital Content Designer. Experience writing engaging digital content on high-traffic websites is essential
• Experience using the Drupal 10 content management system
• Excellent written and verbal communication skills with a strong focus on Customer Service and Customer Experience values
• Ability to maintain and build strong relationships with a variety of stakeholders
• Ability to work in an agile, complex, and rapidly changing environment
• Knowledge and experience with Web Content Accessibility Guidelines (WCAG) accessibility standards and guidelines and SEO best practices
• Understanding of Human Centred Design principles
• Strong attention to detail
• An excellent team player attitude who will contribute to our shared success
About the team
The Department of Customer Service has embarked on a journey to transform the NSW Government into the world’s most customer-centric government. We place the customer at the centre of everything we do and are leading the digital strategy for NSW Government.
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, consistent, high-quality experience for NSW Government customers.
The OneCX program is an all-of-government strategy that will see over 450 agency websites migrated onto one single source: nsw.gov.au. We are transforming our customer’s digital experience of NSW Government. It is making easier for customers to access the information they need, without having to understand or navigate the structure of government.
Why work for us?
There are lots of reasons why a role with us is rewarding - working with us gives you:
• The opportunity for meaningful work that matters to all of us in NSW
• Hybrid working, compressed hours and generous leave conditions, so you can make time for what counts
• Much more than just a job, you can build a career here
• Unmatched opportunities for growth and development
• Opportunity to be part of an exciting whole-of-government program
• Help to lead an effective multi-disciplinary product team and contribute to a high-performance culture
• Work in a fast-paced, agile environment building content based on customer needs and user stories
• Make a difference to the people of NSW
You can read about all the perks and benefits of working at the Department of Customer Service here.
We can’t wait to meet you
If this role sounds like you, you can apply by clicking the button ‘Apply Online’ below - it’s a simple online process.
