Customer Experience Designer: Use data to shape better customer experiences for millions
Grade: Service NSW 7/8
Employment Type: Full time, Temporary up to September 2027
Location: Sydney, Parramatta or Gosford. Hybrid working – 2 days in office minimum from an approved office
This role sits within the Service NSW Enterprise Risk & Enablement Division in the Customer Advocacy & Insights team.
We're looking for someone who genuinely loves diving deep into data, uncovering patterns, and transforming insight into compelling stories that inspire action. If you enjoy working with Excel, Power BI and customer analytics - and using data to drive meaningful improvement - you'll thrive here.
As a Customer Experience Designer in our team, you'll help us understand what truly matters to customers and why. You'll explore pain points, identify root causes, and turn quantitative and qualitative insights into clear improvement opportunities that make it easier for people to interact with government services.
This role suits someone who is naturally curious, analytical by instinct, and passionate about designing better experiences through evidence and insight.
What you'll do:
* Analyse customer feedback, complaints data and trends to uncover key drivers behind customer issues and opportunities
* Produce and deliver regular customer complaints insight reports, highlighting emerging trends and opportunities for service improvement
* Transform data into actionable, insight‐rich narratives that improve visibility of issues, influence decisions and shape improvement initiatives
* Contribute customer insight to the shaping and improvement of services, informed by strong evidence rather than assumptions
* Advocate for the customer in discussions, grounding recommendations in data.
* Work collaboratively across teams to share insights, connect opportunities and support continuous improvement initiatives.
What you'll bring:
You'll be great at this role if you enjoy:
* Rolling up your sleeves and working with complex datasets - exploring, interrogating and understanding what the data is really telling you
* Using tools such as Excel, Power BI and other analytical platforms to extract meaningful insights
* Translating data into clear, compelling stories that resonate with leaders and operational teams
* Thinking critically and approaching challenges from a customer‐centric perspective
* Staying curious, resilient and open to new ideas and ways of working.
You don't need to be a designer by background - you may come from analytics, customer insight, research, service design, operations or continuous improvement. What matters most is your ability to understand customer needs and translate data into insights that drive action.
Why you'll love working with us:
We are a small team, passionate about:
* Improving services that millions of people rely on every year
* Developing reporting that delivers actionable insights to leaders, building clear visibility of issues, opportunities and outcomes to support informed prioritisation and decision‐making
* Applying people‐centred thinking to create better experiences for customers and staff
* Driving continuous improvement through open collaboration and shared insights.
This is an opportunity to make a tangible difference by helping us understand customers more deeply and shaping better, simpler, more human experiences across government.
Salary Service NSW Grade 7/8, with the base salary for this role starting at $105986 base plus superannuation.
Click Here to access the Role Description. For enquiries relating to recruitment please contact Thomas Ting-Shelley 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: Tuesday 7th of April at 9:59am
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 02 9494 8351.
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