Role Title: Senior Customer Experience Designer
Grade: Clerk Grade 9/10
Duration: 6+ months with extensions
Location: Revenue NSW Offices Parramatta, Lithgow, Maitland, Gosford, Wollongong

This is an exciting opportunity to join Revenue NSW as a Senior CX Designer within our Customer Experience Team.

You will be part of a team delivering human-centred design projects to help us become the world's most customer-centric government. You will play an important role in leading projects to build insight around our customers needs and design strategies and services to meet them.

You will enjoy conducting extensive customer research and facilitating workshops with various staff and customer groups (internal and external) to understand their current journey and apply human centred design principles to co-design innovative solutions to meet customer needs and expectations.

You will have:

• A strong interest in improving the complaints landscape within Revenue NSW
• Experience in managing and improving complaint management systems
• Knowledge and application of behavioural insights methods and techniques, applied to improve customer experiences
• Demonstrable experience of transforming customer experiences through the application of Human-Centred Design (HCD)
• Proven talent applying CX/UX/Service design tools, such as customer experience research, customer interviews, insight synthesis, persona creation, User Experience research, analysis, market comparisons, customer journey design and prototyping
• The ability to partner closely with technology, product, and business teams to co-design feasible, practical and cost-effective solutions to identified problems
• Excellent stakeholder engagement and communication skills required to communicate with various audience groups through written documentation, presentations and workshop facilitation
• The ability to work collaboratively with diverse and senior stakeholders, to influence and deliver enhanced customer outcomes

You'll be responsible for:

• Evaluating, estimating and scoping the design approach to inform the best methodology to solving problems
• Nurturing and upskilling HCD skills within and across teams
• Leading service design activities, challenging established thinking, and developing new approaches to complex design problems

About Revenue NSW

Revenue NSW is the state's principal revenue management agency and a proud part of the Department of Customer Service. Our mission is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt-ensuring vital services are funded and communities are supported.

We're proud of our diverse, inclusive, and regionally connected team, and we embrace flexible working arrangements that support work-life balance. This role can be based at any of our offices across NSW, including Parramatta, Lithgow, Maitland, Gosford, or Wollongong-giving you the freedom to work where it suits you best.

Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Neha Bajaj 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: 17th Ocotber 2025, Friday at 10am

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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