Senior Project Officer - CEI

Department: Customer Experience and Innovation; Parramatta; Hybrid; AUD 133,000 - 147,000; Part time

Benefits offered by this job

Health & Wellbeing programs

Employee Assistance Programs

Job summary

Homes NSW is seeking a Senior Project Officer in Parramatta to drive customer experience and innovation initiatives. You will manage projects end-to-end, collaborate with internal teams and external partners, and support policy and digital transformation for housing customers and staff.

The role is hybrid, temporary (35 hours per week), with a competitive salary and superannuation. Applicants with strong stakeholder skills and delivery-focused mindset are encouraged to apply.

Qualifications

• Experience in project management and project methodologies.
• Ability to initiate consultations with diverse stakeholders.
• Experience managing deadlines, budgets and multiple projects.

Responsibilities

• Lead project planning, delivery and governance to ensure successful outcomes.
• Identify opportunities to improve policies, processes and digital services.
• Develop business cases and implementation plans with measurable results.
• Foster relationships with stakeholders, vendors and delivery partners.
• Prepare reports, briefs and training materials for project delivery.

Skills

Project management

Stakeholder consultation

Time management

Analytical thinking

Communication skills

Tools

Teams

SharePoint

Word

Excel

Visio

Job description

Senior Project Officer – Customer Experience and Innovation

Department: Customer Experience and Innovation – Parramatta NSW

$133,348 - $146,945 a year

Casual/Temporary

Hybrid

Location – Parramatta (flexible work locations available (with a minimum 50% in office arrangement)

Employment type – Temporary (35 hours per week)

Salary – Grade 9/10 ($133,348 - $146,945), 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 Senior 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

• Manage and oversee all aspects of project planning, development, implementation and evaluation for projects of varying size and complexity. This includes preparing project documentation, managing project schedules, coordinating resources, monitoring risks, issues, benefits and quality outcomes, and meeting governance and reporting requirements to ensure successful delivery.
• Apply business knowledge, analytical skills and a customer-focused approach to identify opportunities and deliver improvements to policies, processes, systems, services and digital products that enhance outcomes for customers, staff and the broader community.
• Support the development and implementation of housing operational policies, procedures, business processes and service delivery improvements, ensuring solutions are practical, sustainable and aligned with organisational objectives.
• Develop business cases, project proposals, recommendations and implementation plans that translate strategic priorities and emerging opportunities into actionable projects and measurable outcomes.
• Build and maintain productive relationships with internal and external stakeholders, including business units, technology partners, service providers and governance groups. Use effective consultation, communication, negotiation and issue management skills to gather insights and achieve project outcomes.
• Manage and maintain productive relationships with technology vendors, service providers and delivery partners to support project and operational outcomes. This includes monitoring supplier performance, coordinating contract deliverables, managing issues and dependencies, supporting procurement and contract management activities, and ensuring agreed outcomes are delivered in accordance with business requirements.
• Coordinate project teams, working groups and governance forums to support decision-making, monitor progress, manage dependencies and address emerging risks and issues.
• Prepare high-quality reports, briefing materials, business documentation, policy and procedure documents, communications, training resources and presentations to support project delivery, change management and stakeholder engagement.
• Undertake research, analysis and evaluation activities to inform evidence-based decision-making and support continuous improvement across policy, service, operational and technology initiatives.
• Contribute to the design, implementation and continuous improvement of customer, staff and digital experiences, including initiatives involving business systems, online services, emerging technologies, automation and innovation.
• Support organisational change activities, including stakeholder engagement, communication, training and adoption initiatives, to maximise the benefits of project outcomes.

What we’re looking for

• Experience in project management and an understandingofproject methodologies, processes, and procedures.
• Ability to initiate and manage consultations and negotiations with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints, andinterests.
• Experience in managing project deadlines and milestones to the required standards and within budget, given the need to simultaneously coordinate and deliver multiple projects which areoften complex and interconnected.
• Strong passion to improve customer and staff experience with an ability to identify areas for improvement and translate those into change opportunities and solutions.
• High level decision making, problem solving and analytical skills.
• Strong attention to detail to ensure that outputs are accurate and reliable and that projects are delivered to a high-quality standard.
• Knowledge of and ability to interpret and analyse social housing legislation, policy, process and procedure.
• 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.)

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
• 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
• Reference Checks

Applicants who progress to the next stage of the recruitment process will be contacted by Sunday 22 November 2026.

Applications close Sunday 08 November 2026 at 11:59pm AEDST

What We Offer

We offer a variety of benefits, including:

• 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 ***@homes.nsw.gov.au 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.

This is a great opportunity for prospective applicants to gain valuable insights and prepare a competitive application.

Want more information? Visit our website to see more information on Working for us.

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.

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.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

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.

For more information visit Applying for DCJ jobs on the DCJ website.