Senior Advisor, Leadership and Capability - People Innovation and Experience

Department of Customer Service; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

The Department of Customer Service in Sydney is seeking a Senior Advisor, Leadership and Capability – People Innovation and Experience. This full-time role offers hybrid working arrangements and a salary range of AU$133,348 to AU$146,945 plus super.

You will lead enterprise-wide leadership initiatives, partner with executives, apply instructional design, and manage programs end-to-end, delivering measurable capability uplift across the organisation.

Qualifications

• Experience co-designing and delivering leadership development in large organisations.
• Strong consulting and influencing skills to partner with leaders.
• Knowledge of adult learning principles and change management.
• Instructional design expertise for in-person and online delivery.
• Experience leading and managing teams.

Responsibilities

• Lead design, development and delivery of leadership initiatives aligned with priorities.
• Consult with leaders and stakeholders to identify capability needs and deliver solutions.
• Apply evidence-based methods to shape learning experiences.
• Create blended learning resources (face-to-face, virtual, self-directed).
• Manage end-to-end programs including analysis, planning, governance and budgeting.
• Evaluate program effectiveness and report impact.
• Build partnerships across the organisation and with external providers.

Skills

Leadership development

Stakeholder engagement

Project management

Instructional design

Adult learning

Change management

Education

HR qualification

Organisational development

Job description

Senior Advisor, Leadership and Capability – People Innovation and Experience
Clerk Grade: 09/10
Employment Type: Full-Time (35 hrs per week, and/or open to flexible working arrangements including part time - 28 hrs per week), ongoing opportunity
Location: McKell, Haymarket. Flexible working model – with hybrid working options available
Salary range: $133,348 - 146,945 + super

About this role

• Leading the design, development and delivery of enterprise-wide leadership and capability initiatives aligned with strategic organisational priorities.
• Consulting and engaging with leaders at all levels and key stakeholders to identify current and future capability needs and deliver innovative solutions that drive strategic and operational outcomes.
• Leveraging evidence-based research, industry insights and best practice methodologies to shape leadership and learning experiences.
• Applying instructional design expertise to create engaging face‑to‑face, virtual, and self‑directed resources that support a blended learning approach.
• Championing the continuous enhancement of leadership development programs, coaching, and mentoring frameworks.
• Project managing programs and projects end to end, including needs analysis, planning, co‑design, governance, stakeholder engagement, budgeting, and provider engagement and delivery.
• Evaluating and reporting program effectiveness, using data‑driven insights to demonstrate impact, inform decision‑making, and enhance future outcomes.
• Building and sustaining strategic partnerships across the organisation and with external providers.

About the team

The Leadership and Capability practice is one of the four practice areas in the People, Innovation and Experience (PIE) team, who form part of the broader People and Culture team at DCS. The Leadership and Capability Practice are responsible for designing and delivering high quality and impactful development programs and solutions that build capability and enable our employees and leaders to perform at their best. Reporting to the Associate Director, Leadership and Capability, you will draw on your deep expertise and experience in leadership and capability development, to design and deliver programs and initiatives that build and sustain capability uplift for the organisation.

About You

You are a passionate and highly experienced learning and capability professional with a strong track record in designing and delivering contemporary leadership initiatives and development programs at all levels of leadership, including senior leaders and Executives. You combine strategic thinking with hands‑on project management, and you are recognised for building strong stakeholder relationships and collaborating effectively to achieve organisational objectives and outcomes.

• Proven experience in co‑designing and delivering leadership development, organisational development frameworks, and / or coaching in a large, complex organisation and for diverse audiences including senior leaders.
• Strong consulting and influencing skills with a track record of partnering with leaders and subject matter experts to deliver high‑impact capability solutions.
• Knowledge of adult learning principles, organisation development and change management.
• Instructional design expertise, both in person and online preferred.
• Experience leading and managing teams.
• Strong understanding of best practice and emerging trends in leadership which inform and shape capability initiatives.
• Formal qualifications in human resources, organisational development and/or relevant industry experience.

About Us

Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting innovative technologies to make Government work better. DCS is a service provider and regulator, who’s vision is Making NSW a safer, fairer, easier and more productive place to live and work.

What's next?

Salary Grade 09/10, with the base salary for this role starting at $133,348 base plus superannuation. For enquiries relating to recruitment please contact Rodrigo Sandoval via [e-mail]. A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date

Friday, October 23rd, 2026 at 11:59 pm

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [e-mail]. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process.