Innovation & Customer Experience Project Officer (Hybrid)

Homes NSW; Parramatta; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible working arrangements

Training and development opportunities

Health & Wellbeing programs

Competitive pay and conditions

Job summary

Homes NSW is seeking a Project Officer in the Customer Experience and Innovation (CEI) team to drive innovation and digital transformation for housing customers and staff. The role is based in Parramatta with flexible locations and a minimum 50% in-office presence.

The position is temporary, full-time, with a salary package of $116,981–$129,492 plus superannuation and annual leave loading. The CEI team focuses on policy, process and technology reform across Homes NSW, including AI and RPA

Qualifications

• Interest and/or experience in managing projects.
• Strong passion to improve the customer experience with an ability to identify areas for improvement.
• 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 that outputs are accurate and reliable.
• Able to work independently, manage time well, and contribute to a busy, hybrid team.
• Strong written and verbal communication skills for various audiences including the preparation of briefing notes and reports.

Responsibilities

• Contribute to the planning, design, coordination, implementation and evaluation of projects and initiatives that improve policies, business processes, systems, digital services and the experience of people accessing Homes NSW services.
• Apply housing business knowledge and a customer-focused approach to understand operational needs, identify opportunities for improvement and contribute to practical solutions for customers and staff.
• Research and analyse customer and staff feedback, operational information, data and business processes to identify issues, emerging needs and opportunities for service, process and technology improvement.
• Support project delivery by preparing and maintaining project documentation, including project plans, process maps, briefs, reports, implementation plans, risk and issue registers and other governance documentation.
• Build effective relationships with internal and external stakeholders and coordinate working groups, consultations and other engagement activities to gather business requirements, share information and incorporate the expertise of subject matter experts.

Skills

Project management

Stakeholder engagement

Analytical skills

Policy interpretation

Written and verbal communication

Hybrid work collaboration

Tools

Teams

SharePoint

Word

Excel

Visio

TRIM

Mini App

Job description

Homes NSW is seeking a Project Officer in the Customer Experience and Innovation (CEI) team to drive innovation and digital transformation for housing customers and staff. The role is based in Parramatta with flexible locations and a minimum 50% in-office presence.

The position is temporary, full-time, with a salary package of $116,981–$129,492 plus superannuation and annual leave loading. The CEI team focuses on policy, process and technology reform across Homes NSW, including AI and RPA