Senior Project Officer, CX & Innovation (Hybrid, 35h)

NSW Department of Communities and Justice; Parramatta; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Flexible work locations

Hybrid work arrangement

Job summary

Homes NSW is seeking a Senior Project Officer for Customer Experience and Innovation to drive digital transformation and service improvements for housing customers and staff. The role requires leading diverse projects, engaging stakeholders and delivering change across policy, process and technology domains.

The position is based in Parramatta with flexible locations and a minimum 50% in-office presence. It offers a 35-hour week temporary contract with a competitive salary and benefits.

Qualifications

• Experience in project management and an understanding of project methodologies, processes, and procedures.
• Ability to initiate and manage consultations and negotiations with diverse stakeholders, within agreed timelines.
• Experience in managing project deadlines and milestones to the required standards and within budget.
• 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 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.)

Responsibilities

• Manage and oversee all aspects of project planning, development, implementation and evaluation for projects of varying size and complexity.
• 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.
• Manage and maintain productive relationships with technology vendors, service providers and delivery partners to support project and operational outcomes.
• 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.

Skills

Project management

Stakeholder engagement

Time management

Customer experience

Decision making

Attention to detail

Communication

Microsoft tools

Tools

MS Teams

SharePoint

Word

Excel

Visio

Job description

Homes NSW is seeking a Senior Project Officer for Customer Experience and Innovation to drive digital transformation and service improvements for housing customers and staff. The role requires leading diverse projects, engaging stakeholders and delivering change across policy, process and technology domains.

The position is based in Parramatta with flexible locations and a minimum 50% in-office presence. It offers a 35-hour week temporary contract with a competitive salary and benefits.