Expressions of interest are being sought from current NSW Public Sector employees (ongoing and temporary staff) who wish to be considered for this temporary employment opportunity. Temporary full time position from 20 January 2025 to 16 January 2026 Location: Sydney CBD Office, 19 O’Connell Street Clerk Grade: Level 7/8. Base salary $106,025 p.a. to $117,363 p.a. plus superannuation and annual leave loading About us At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year. Our commitment to diversity Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds. About the role The Customer Experience division provides a wide range of specialist support across NSW Trustee and Guardian (NSWTG) divisions including customer advocacy support, service design, business development, marketing, brand, communications, and media services. The role is directly responsible for driving customer journey design and service improvement initiatives which align to customer need and the Voice of Customer Program. The role is required to develop and deliver strategic projects, collaborating broadly across NSWTG to influence change that improves the end-to-end experience for customers. For more information, view the Role Description . Key Accountabilities Enhance customer feedback mechanisms within the NSWTG Voice of Customer program. Undertake discovery analysis to identify opportunities to improve the staff and customer experience. Conduct research with diverse and vulnerable communities to inform service improvements. Develop concept models based on customer needs and organisational goals. Prepare project and change management documents to support decision-making. Promote a customer-centered culture with effective design and responsive systems. Maintain strong relationships with customers and stakeholders through effective communication and issue management. Apply best practice methodologies, standards and accessibility guidelines to ensure our products meet customer needs. Supervise, mentor, and coach staff to deliver excellent customer service and achieve organisational goals. About you To be successful in this role, you will have: Demonstrated experience designing and delivering customer journey service initiatives that improve the end-to-end customer experience. Knowledge and experience working with Human-Centred Design (HCD) and Inclusive Design using relevant practices, principles and agile tools to understand, distil and navigate complex information and processes into user friendly, accessible customer centred services, for a diverse range of often vulnerable customer groups. Understanding of trauma informed practice principles. Essential requirements Tertiary qualifications and/or equivalent knowledge, skills and experience in a relevant discipline or industry within services sector, professional and or community focussed areas across a diverse range of customer groups. What we offer NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include: work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing) various leave options (recreation, parental, and flex leave of up to 24 days per year) career development including study leave and acting opportunities access to Fitness Passport and employee assistance program, and annual flu vaccinations Be part of something bigger. For more information about joining us, visit the Careers page on our website. How to apply To apply for this role: Complete the online application Submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability for the role. Applications close: 11:59pm, Monday 18th November 2024 For enquiries related to the role, please contact Fiona McEwan Manger, Service Design via email at Fiona.mcewantag.nsw.gov.au . For enquiries about the recruitment process, please contact Talent Advisor, Hina Maudarbocus via email hina.maudarbocustag.nsw.gov.au Please note: If you need an adjustment in the recruitment process, please contact People and Culture via email at peopleandculturetag.nsw.gov.au Offers of employment will be subject to reference checks and relevant clearances. This opportunity is only open to current NSW Public Sector employees. Contractors are not eligible to apply. Thank you for your interest in this role. We look forward to receiving your application.