Senior Advisor, Practice Development & CI (Hybrid)

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

Job summary

NSW Department of Customer Service – North Parramatta NSW is seeking a Senior Advisor for Practice Development and Continuous Improvement. The role leads design, delivery and embedding of standardised practices to ensure compliant, efficient operations across the enterprise.

You will drive best-practice processes, SOPs and guidance, collaborating with subject matter experts while aligning with legislative obligations and customer-focused outcomes across NSW.

Qualifications

• Strong experience in customer experience and project delivery.
• Excellent communication and stakeholder engagement skills.
• Demonstrated ability to translate complex regulatory information into clear ways of working.
• Proven organisational and analytical skills with attention to detail.
• A collaborative approach and commitment to achieving quality outcomes.
• Strong written and verbal communication skills.

Responsibilities

• Support the design, development and implementation of best practice processes and practice guidelines with SMEs.
• Coordinate and facilitate Communities of Practice (CoPs) to support collaboration and continuous improvement.
• Research and analyse operational practices, benchmarks and legislative requirements to inform framework development.
• Lead the development and maintenance of SOPs and practice guides, including visual tools.
• Leverage insights and QA findings to identify opportunities to improve efficiency, service quality and compliance.
• Identify inefficiencies and risks to support recommendations for best practice.

Skills

Customer experience

Project delivery

Stakeholder engagement

Regulatory translation

Documentation

Analytical skills

Education

Tertiary qualifications in experience design / communication / project management

Job description

NSW Department of Customer Service – North Parramatta NSW is seeking a Senior Advisor for Practice Development and Continuous Improvement. The role leads design, delivery and embedding of standardised practices to ensure compliant, efficient operations across the enterprise.

You will drive best-practice processes, SOPs and guidance, collaborating with subject matter experts while aligning with legislative obligations and customer-focused outcomes across NSW.