Executive Director, Strategy & Performance

• Lead enterprise strategy and drive reform across a high-impact public sector portfolio
• Senior Executive Band 2 opportunity in Policy, Strategy and Governance, based in Sydney, NSW
• Salary package starting at $323,000 per annum including superannuation
• Flexible working arrangements available with in-office presence required

The Opportunity

The Department of Customer Service is lifting its focus on strategy and performance across its diverse portfolio. As our new Executive Director, Strategy & Performance, you'll be at the forefront of shaping strategy across customer service, digital and regulatory functions.

This is a rare opportunity to influence whole-of-department and portfolio strategy, working closely with the Secretary and Deputy Secretary to identify and pursue reform opportunities that improve community outcomes and operational efficiency.

You'll bring intellectual leadership, not just oversight - someone who thrives on big ideas, strategic conversations, and unlocking value across complex systems. With a high-performing team of Directors and over 120 indirect reports, you'll guide multidisciplinary efforts in strategy, performance governance, and innovation.

Key Focus Areas

• Strategic Direction: Set and refresh enterprise strategy aligned to government priorities, fiscal settings, and customer expectations

• Reform Leadership: Identify and pursue opportunities to transform how the department delivers services to the community

• Performance Governance: Lead enterprise-wide performance frameworks, analytics, and assurance to drive accountability and impact

• Innovation Enablement: Champion data-driven problem solving, intelligent automation, and process excellence

• Stakeholder Engagement: Collaborate across the department, portfolio agencies, and NSW Government to align strategy and delivery

The Leader We're Seeking

You're a strategic thinker with a track record of leading reform in large, complex environments. You bring:

• Senior executive leadership in public sector or similarly complex stakeholder environments

• Proven success in enterprise strategy, performance governance, and portfolio assurance

• Experience leading multidisciplinary teams and fostering innovation through analytics, AI, and automation

• Strong stakeholder engagement skills, with the ability to influence across government and drive alignment

• A collaborative, intellectually curious mindset - someone who loves bouncing ideas and shaping the future

Personal Qualities

• Visionary and pragmatic, with exceptional execution skills

• Authentic leader who builds trust and inspires high performance

• Comfortable navigating ambiguity and complexity

• Committed to public service values and ethical leadership

Ready to Shape the Future of Public Service?

If you're energised by the opportunity to deliver real impact for the people of NSW, we'd love to hear from you.

To Apply: Submit a combined document containing your CV and cover letter. In your cover letter, demonstrate how your strategic leadership experience aligns with our reform agenda.

Click Here to access the Role Description. For enquiries relating to recruitment please contact Tom Hanbury via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Wednesday 22nd October 2025 [at 9.59am]

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.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

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