Project Officer - CEI

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

Project Officer – Customer Experience and Innovation

Location – Parramatta (with flexible work locations available – minimum 50% in office arrangement) Employment type – Temporary (Full Time) Salary – Clerk 7/8 – ($116,981 - $129,492), plus superannuation and annual leave loading

Your role Turn your passion and ideas into better services. Join Customer Experience and Innovation (CEI) at Homes NSW as a Project Officer and help deliver innovation and digital transformation for housing customers and staff. Ready to make a difference? We’d love to hear from you.

Who are we?

Customer Experience and Innovation (CEI) leads digital transformation, service innovation and operational improvement across Homes NSW. We are responsible for designing and delivering initiatives that simplify services for customers, support frontline staff, and improve organisational performance. Our work spans policy, process, technology and service reform, including the development and continuous improvement of housing operational policy, procedures and business processes. We manage critical rent and customer account systems, ensuring effective administration, monitoring and review processes that support tenants and applicants. CEI plays a lead role in delivering key Homes NSW strategic reforms through the redesign of services, processes and technology, making it easier for customers to engage with Homes NSW and for staff to deliver services efficiently. We oversee a diverse portfolio of digital products and services, including MyHousing Online Services, mobile applications, digital communications, online forms, the Headlease Hub, Rent It Keep It, and the MyHousing Repairs Portal. The team also drives innovation through the exploration and implementation of emerging technologies, including Artificial Intelligence and Robotic Process Automation. In addition, we provide business and technical support for core systems such as HOMES and TRIM, and manage strategic relationships with technology partners, encompassing application management, vendor performance, contract management and technology enablement.

What you’ll do

• 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, frontline staff, customers and people with lived experience into project delivery.
• Work collaboratively with technology vendors, service providers and delivery partners to support project outcomes, including coordinating requirements and deliverables, monitoring actions, identifying and escalating issues, and supporting contract and supplier management activities.
• Contribute to the design and implementation of operational policies, procedures, business processes and digital products and technology solutions, ensuring they respond to identified customer and business needs.
• Support change management and implementation activities, including preparing communications, guidance and training materials and delivering briefings, demonstrations and training to staff and other stakeholders.
• Participate in business and user acceptance testing, technology deployments and implementation activities, including documenting results, identifying issues and supporting their resolution.
• Monitor project actions, milestones, risks and issues and provide timely updates and reporting to project managers, governance groups and other stakeholders.

What we’re looking for

• 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.
• Confident using Microsoft tools (Teams, SharePoint, Word, Excel, Visio etc.) and platforms like TRIM and Mini App.

Why join CEI?

This role offers a unique opportunity to work at the intersection of housing operations, customer experience, policy, technology and service improvement. You will gain exposure to:

• Project management and delivery
• Digital transformation initiatives
• Business analysis and process improvement
• Service and customer experience design
• Stakeholder engagement across Homes NSW
• Emerging technology and AI projects.

Recruitment Process

The recruitment process will include the following stages:

• Application review and shortlisting
• Psychometric assessment and/or a work-based assessment task
• Interview
• Referee checks

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you,

What We Offer

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

We will be offering an information session via Microsoft Teams for anyone interested in learning more about CEI, the role, and the recruitment process. This will be held on Monday 02 November 2026 at 2.00pm (14:00) ADST. Applicants interested in attending this session should email [e-mail] to receive the meeting invite.

The session will provide:

• Opportunity to gain a better understanding of the role and selection process
• What makes a strong application for these roles
• Common reasons applications are not progressed through the recruitment process.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Applications close Sunday 08 November 2026 at 11:59pm AEDT.

Contact the hiring manager Natalie Clark at [e-mail] or via phone: [phone], or Lillian Martinez email: [e-mail], phone: [phone].

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Maren Heldt | Talent Acquisition Officer, via 0447 682 014 or [e-mail].

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

Other Information A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.