Hybrid Project Officer — Customer Experience & Innovation

NSW Department of Communities and Justice; Parramatta; Hybrid; AUD 117,000 - 129,000; Full time

Job summary

Homes NSW is seeking a Project Officer in Customer Experience and Innovation to drive digital transformation for housing customers and staff. Based in Parramatta with flexible locations and a minimum 50% in-office arrangement, this temporary full-time role focuses on planning, design, stakeholder engagement and process improvement.

You will support change management, governance, and collaboration with technology partners to deliver innovative services and improve customer experiences across

Qualifications

• Interest and/or experience in managing projects.
• Ability to engage well with a broad range of internal and external stakeholders at all levels.
• Good decision making, problem solving and analytical skills.
• Knowledge of and ability to interpret and analyse policy, process and procedure.
• Strong attention to detail to ensure outputs are accurate and reliable.

Responsibilities

• Plan, design, coordinate, implement and evaluate projects that improve policies, business processes, systems, digital services and the experience of people accessing Homes NSW services.
• Apply housing knowledge to identify opportunities for improvement and practical solutions for customers and staff.
• Research and analyse customer and staff feedback, operational information, data and processes to identify issues and opportunities for service, process and technology improvement.
• Prepare and maintain project documentation, including project plans, process maps, briefs, reports and risk registers.
• Coordinate working groups and engage stakeholders to gather requirements and incorporate SME input.
• Collaborate with technology vendors and delivery partners to support outcomes and manage deliverables.

Skills

Project management

Stakeholder engagement

Policy analysis

Analytical skills

Communication

Tools

TRIM

Microsoft Teams

SharePoint

Word

Excel

Visio

Job description

Homes NSW is seeking a Project Officer in Customer Experience and Innovation to drive digital transformation for housing customers and staff. Based in Parramatta with flexible locations and a minimum 50% in-office arrangement, this temporary full-time role focuses on planning, design, stakeholder engagement and process improvement.

You will support change management, governance, and collaboration with technology partners to deliver innovative services and improve customer experiences across