Director Service Insights & Improvement - Shared Services

• Unique opportunity to lead innovation in service delivery across NSW Government
• Temporary opportunity for up to two years
• Total remuneration package starts from $218,617
• Hybrid working arrangements available - Ability to travel to Orange, Goulburn and Parramatta is required

Are you a visionary leader with a passion for data-driven service improvement? As Director, Service Insights & Improvements, you will drive strategic initiatives that enhance service delivery across NSW Government through actionable insights, performance analysis, and continuous improvement. This is a high-impact role that shapes how government services are experienced by customers and delivered by teams.

Government Shared Services (GSS) is the home of essential back-office services for around 80,000 employees across more than 100 NSW Government agencies. With harmonised business processes and a whole-of-government approach, GSS delivers reliable and efficient transactional services that support public sector performance.

The GSS Business Process Operations (BPO) branch delivers scalable and efficient transactional services. Focused on continuous improvement, automation, and service excellence, the GSS BPO drives optimal customer experience and operational performance across the shared services landscape, creating value and enabling NSW Government outcomes.

In this role, you will:

• Lead a multidisciplinary team focused on customer insights, data analytics, and service improvement.
• Develop and embed a customer insights function.
• Integrate customer experience data with operational and business metrics to inform strategic planning.
• Design and maintain internal reporting frameworks and dashboards to monitor service performance and sentiment.
• Collaborate with internal and external stakeholders to support escalations and drive service innovation.
• Champion a culture of customer-centricity and continuous improvement across Government Shared Services.

We are seeking a strategic thinker and collaborative leader with:

• Familiarity with NSW Government operations and shared services environments
• Extensive experience in strategic planning, performance monitoring, and business improvement within the public sector.
• Proven success in delivering high-quality corporate services and managing large teams.
• Strong stakeholder engagement and communication skills.
• Expertise in customer experience strategy and insights generation.
• Ability to integrate multiple data sources to inform service delivery.
• Relevant tertiary qualifications in management or a related discipline.

Your application should include an up-to-date CV which clearly details your relevant skills and experience to this position. A cover Letter is not mandatory but preferrable.

Click Here to access the Role Description. For enquiries relating to recruitment please contact Andrew Vouthivong 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: 3 November 2025 (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]

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