Customer Services Product Manager

NSW Land Registry Services; Sydney; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Gender equity and equality

Family comes first at LRS

Women in Leadership program

Wellbeing initiatives

Job summary

NSW Land Registry Services is seeking a Customer Services Product Manager to lead design, development and improvement of customer services and platforms. You will drive roadmaps for core service channels, including digital platforms and knowledge systems, ensuring accurate, timely outcomes in a regulated environment.

In this role you will coordinate cross-functional initiatives, govern service frameworks, and oversee technology-enabled transformation to improve efficiency and customer outcomes.

Qualifications

• Tertiary qualifications in business, computer science or related field.
• Strong capability in service design, product management and stakeholder engagement.
• Extensive experience in complex operational or regulated service delivery environments.
• Experience interpreting and applying legislation, policies and service frameworks.
• Strong understanding of service standards, KPIs and risk management.
• Experience contributing to technology-enabled transformation including AI-enabled services.

Responsibilities

• Lead design and delivery of customer service products to ensure accuracy and timely outcomes.
• Develop and execute product roadmaps for core customer service platforms, including digital channels.
• Coordinate service design and product initiatives across customer services within quality and risk standards.
• Contribute to governance, policies, and QA practices to ensure policy compliance.
• Drive technology-enabled transformation, including AI-assisted queries and service enhancements.
• Monitor performance and provide strategic recommendations for continuous improvement.
• Build relationships with regulators, lawyers, conveyancers and information brokers.

Skills

Service design

Product management

Stakeholder engagement

Regulated service delivery

Communication

Influencing skills

Problem solving

Education

Tertiary qualifications in business or IT

Job description

Job Type: Permanent - Full Time

Location: Sydney NSW

Job Category: Program & Project Management

About Land Registry Services (LRS)

NSW LRS has played a foundational role in the lives of people across New South Wales for over 160 years, quietly ensuring the security, integrity and accessibility of land and property ownership. From the first handwritten titles to today’s digital platforms, our evolution has always been guided by one purpose: to create confidence beyond boundaries.

In recent years, we’ve modernised systems, expanded our digital services, and strengthened how we serve our customers and partners. Our new brand reflects this evolution. It’s a symbol of where we’ve come from and where we’re heading. At the heart of it all is our promise: Powering land certainty for NSW, so people, businesses and communities can move forward with confidence.

Job Description

Your Opportunity

The Customer Services Product Manager provides strategic and product management leadership across service design, product development and improvement support for customer services to drive performance, service excellence, continuous improvement and transformation initiatives, while ensuring effective governance and consistent application of legislative, regulatory and policy frameworks. The role leads the design, optimisation and enablement of customer services and supporting products to ensure accurate, timely and customer‑focused outcomes that maintain the integrity and reliability of the NSW land titles system.

Your Responsibilities

• Lead customer service products and services from the design and delivery through to continuous improvement of customer service models and enquiry services to ensure accurate, timely and customer‑focused outcomes that maintain the integrity of the NSW land titles system and meet legislative, regulatory and service delivery requirements.
• Lead the development and execution of product roadmaps for core and enabling customer service platforms including digital channels and knowledge systems to support service capability, continuous improvement and alignment with organisational and industry priorities.
• Manage planning, prioritisation and coordination of service design and product initiatives across customer services to ensure effective integration of operational services, systems and delivery outcomes within agreed quality, time, risk and performance standards.
• Lead or contribute to the development and continuous improvement of operational policies, procedures, service frameworks and quality assurance practices to strengthen governance and ensure consistent application of legislative and policy requirements.
• Drive and implement technology‑enabled transformation initiatives including major system programs, AI‑assisted query responses and customer service enhancements to improve operational efficiency and customer outcomes.
• Monitor and analyse service performance, product effectiveness, customer outcomes and emerging risks and provide strategic advice and recommendations to support informed decision making and continuous improvement.
• Build and maintain effective relationships with regulators and external stakeholders including lawyers, conveyancers, surveyors and information brokers to support regulatory engagement, industry alignment and delivery of enquiry and land information services.

About You

Desired Skills and Experience

To Be Successful In This Role You Will Have

• Tertiary qualifications in business, computer science or other related field.
• Strong capability in service design, product management and stakeholder engagement to support delivery of integrated customer and digital service outcomes.
• Extensive experience within complex operational or regulated service delivery environments, including customer service, enquiry and high‑volume transaction processing functions.
• Extensive experience interpreting and applying legislation, policies and service frameworks to support consistent and risk‑based decision making.
• Strong operational understanding with experience supporting delivery of services against agreed service standards, performance measures and KPIs.
• Demonstrated experience contributing to technology‑enabled transformation initiatives including digital platforms, AI‑enabled services and customer experience improvements.
• Highly developed communication and influencing skills supported by strong domain knowledge of customer services and enabling platforms, and relevant tertiary qualifications.

Why Join Us

• Our differences are our strength
• You belong at NSW LRS
• Gender equity and equality
• Family comes first at LRS
• Women in Leadership program
• Your wellbeing matters

NSW LRS is committed to building a diverse, inclusive, and accessible workplace. We welcome and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and people from culturally diverse backgrounds.

Note: NSW LRS does not accept unsolicited resumes from recruitment agencies or search firms.