Manager, Service Design - Customer Experience - NSW Trustee and Guardian

Ongoing full-time vacancy, 35 hours per week.

Location: This role is based in Sydney. Flexible and hybrid working options available.

Clerk Grade: 9/10. Base salary $129,464 to $142,665 p.a. plus super and annual leave loading.

About us

At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.

About the team

The Customer Experience division provides a wide range of specialist support for NSW Trustee and Guardian and its customers including marketing campaigns, employee communications, media liaison, website and social content management, disability advocacy and Aboriginal Advocacy.

About the role

The role is responsible for leading the Service Design team at NSW Trustee and Guardian. The primary purpose of the role is to facilitate human-centred design and service improvement initiatives which align to customer need and NSW Government customer outcomes and commitments.

The role will develop and deliver strategic projects, collaborating broadly across NSW Trustee and Guardian to influence change, and solve problems to improve customer experiences. The role will lead discovery and co-design workshops, customer research, customer journey mapping and support the development of organisation-wide design capabilities to enhance a customer-centric focus across all service delivery improvement initiatives.

As the Manager, Service Design, you will:

Facilitate the delivery of end-to-end service improvement initiatives using human centred design to support the development of customer-centric solutions across the NSW Trustee and Guardian and meet organisational goals.

Lead the preparation and management of workshops with customers, employees and stakeholders, including behavioural and empathy-driven research, ensuring active engagement with stakeholders in the application of innovative approaches to obtain meaningful insight that influences service improvement initiatives.

Lead preparation of project and change management documents including briefing papers for new concepts, processes, and digital enhancements to support decision making and achieve project outcomes.

Drive and support the ongoing development of a customer centred culture across NSW Trustee and Guardian, supported by effective design project and process frameworks and responsive customer systems to embed best practice customer-centric behaviours.

Maintain and nurture strong customer and stakeholder relationships through effective communication, influencing negotiation and issues management to facilitate engagement throughout the project and ensure project deliverables are met.

Apply best practice industry methodologies standards and guidelines to ensure digital accessibility and products/experiences that meet all customer needs.

Supervise, mentor and coach staff to achieve high levels of performance, deliver excellent customer service and meet organisational outcomes.

For more information about the position, view the role description.

About you

The ideal person will have:

Demonstrated experience designing and delivering customer experience and service improvement initiatives that improve the end-to-end customer experience.

Knowledge and experience working with Human-Centred Design (HCD) thinking, using relevant tools, practices, and principles to understand, distil and navigate complex information and processes into user friendly, customer centred services.

Knowledge of NSWTG service areas and experience working with a diverse range of often vulnerable customer groups and their support systems.

Sound like you? We would love to hear from you!

Essential requirements

Tertiary qualifications and/or equivalent knowledge, skills and experience in service or customer experience or a relevant discipline or industry.

Demonstrated experience designing and delivering customer experience and service improvement initiatives that improve the end-to-end customer experience.

Knowledge and experience working with Human-Centred Design (HCD) thinking, using relevant practices, principles and agile tools to understand, distil and navigate complex information and processes into user friendly, customer centred services, for a diverse range of often vulnerable customer groups.

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)

various leave options (recreation, parental, and flex leave of up to 24 days per year)

career development including study leave and acting opportunities.

access to Fitness Passport and employee assistance program, and annual flu vaccinations.

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

How to apply

To apply for this role:

Complete the online application via IworkforNSW.

Submit a resume (maximum five pages)

Submit a brief cover letter (maximum two pages) outlining your skills, experience and suitability.

Read: writing your job application for tips with the application process.

Closing date

Applications close 11:59pm, Sunday 10 August 2025.

For enquiries about the role, please contact Madeleine Robertson – Director, Customer Experience, via email: [email protected].

For enquiries about the recruitment process, please contact Antonio Caswell - Talent Advisor via email: [email protected].

Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted.

Please note:

If you need an adjustment in the recruitment process, please contact People and Culture via email at [email protected]

Offers of employment will be subject to reference checks and relevant clearances.

A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

Thank you for your interest in this role. We look forward to receiving your application.