Manager, Customer Insights Clerk Grade: 11/12 Annual Salary Range: $149,739 - $173,174 plus superannuation Employment Type: Ongoing, Full-time Location: Sydney, McKell Building About the team In Customer Insights & Experience (CIE), our focus is ensuring the voices of people, communities, and businesses sit at the centre of decision-making and service delivery across NSW Government. We help government understand what communities need, think, and experience – from detailed service interactions to broader community sentiment – and turn those insights into better decisions and better services. You’ll join a passionate team of specialists, with expertise in research, insights, customer experience, and service design. Together, we deliver actionable insights and practical improvements that shape policy, investment, communications, and service delivery across the whole of NSW Government – including departments, agencies, Ministers and Cabinet. We generate actionable insights. Our insights specialists provide a deep understanding of the people, communities, and businesses to inform government decisions and identify opportunities to improve outcomes. We turn insights into action. Our customer experience and service design specialists apply human-centered design, co-design, usability testing, and service transformation methods to create, refine, and uplift service experiences, ensuring tangible improvements for the people of NSW. Your day-to-day As a Manager, Customer Insights, you will play a lead role in the design, execution, and delivery of key research and insights projects – managing a team of research and insights specialists and working with key stakeholders to deliver actionable insights that inform government decision-making and service delivery. This role requires a leader who can combine technical research expertise with strategic thinking, stakeholder engagement and team development. You will guide your team through rigorous research design, fieldwork, data analysis, insights development and presentations, ensuring insights are simple, compelling, and actionable. In this role, you will: Lead and manage a team of insights specialists, providing coaching and professional development to uplift capability and ensure consistent delivery of high-quality insights. Oversee a portfolio of concurrent research and insights projects – including BAU reporting, whole-of-government insights programs, and bespoke research addressing agency-specific needs. Proactively identify, leverage and integrate numerous datasets to develop insights reports with simple, clear, and actionable insights to stakeholders across all levels of government. Engage with stakeholders across NSW Government to understand challenges, clarify objectives, scope work and translate needs into well-designed, costed insights proposals. Lead the design, delivery, and execution of ad-hoc quantitative and qualitative insights projects to address key objectives and inform government decision-making, including research design, questionnaire design, discussion guide development, fieldwork or supplier management, data analysis, insights reporting, and presentations. Deliver clear, actionable insights through reports, dashboards, presentations and workshops that support evidence-based decisions across policy, investment, communications, and service design and delivery. To be successful in this role you will demonstrate: Extensive experience leading complex research and insights projects end-to-end, across qualitative and quantitative methods, sampling design, fieldwork, data analysis and insights communication. Strong consulting capabilities – able to engage with senior stakeholders, translate ambiguous or high-level questions into structured research briefs, and design methodological approaches that deliver clear and actionable insights. A proven ability to synthesise complex data into meaningful, actionable insights and communicate them effectively through written reports, visualisations, presentations and facilitated workshops. Strong people leadership experience, including coaching, performance management, capability uplift and fostering a culture of excellence in insights and storytelling. Strong project and portfolio management skills, with the ability to balance multiple priorities, maintain high quality standards and meet deadlines in a fast‑paced environment. Deep understanding of customer insights, community sentiment and customer experience measurement programs – ideally within large, complex or public sector contexts. Highly developed interpersonal and influencing skills, with the ability to build trust, manage expectations and partner effectively across diverse teams and executive levels. Experience with Q Research Software. Strong proficiency in the Microsoft suite (PowerPoint, Excel, Word). What we need from you: Please click on the link and attach your resume (max 5 pages) and cover letter (max 2 pages). In your cover letter please share your motivation for applying for this position and your relevant skills. Please note candidates invited to interview will be required to complete additional assessments. A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities. Salary Grade 11/12, with the base salary for this role starting at $149,739 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Meg Rapley via Meg.Rapley@customerservice.nsw.gov.au. 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 28 April 2026 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 Meg.Rapley@customerservice.nsw.gov.au 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