Together we shape thriving communities, public spaces, places and economies.

• Group Leader Customer Experience
• Temporary Full-Time Opportunity to November 2026 with possibility of extension
• Office location – Nowra, Newcastle or Dubbo (flexible by negotiation)
• Salary relative to experience and ranges from $129,464 to $142,665 + super

What’s in it for me?

Join our team for a fantastic culture with dynamic collaboration and genuine long-term career support. We offer flexibility in work arrangements, diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.

The role

Are you passionate about shaping customer-focused transformation and leading impactful change? Crown Lands is seeking a Group Leader, Customer Experience to drive key initiatives that strengthen our customer service culture and capability across NSW.

This is a great opportunity to lead high-visibility improvement projects, influence strategic direction, and help build a more customer-centered, future-focused organisation.

About the Role

As the Group Leader, Customer Experience, you will lead and coordinate initiatives that optimise customer satisfaction, service quality and operational efficiency. You’ll work closely with teams across Crown Lands, using data, insights and strong project management expertise to deliver measurable improvements and embed a culture of continuous improvement. This role currently manages two direct reports, with the potential to expand to a team of up to eight as customer experience initiatives are implemented

For more information please visit the Role Description:  Group Leader Customer Experience

About You

• A Strategic Driver: You align initiatives with broader departmental goals and turn strategy into action.

• A Customer Champion: You understand customer needs, use data and insights to drive improvements, and advocate for better service delivery.

• A Collaborative Leader: You foster trusting relationships, lead with influence and partner effectively across teams.

• Resilient and Focused: You manage competing priorities, maintain clarity in complex environments, and keep projects on track.

Opportunities and Benefits

• Impactful Work: Lead initiatives that directly enhance how we support communities across NSW.

• Supportive Culture: Be part of a team that values collaboration, innovation and diverse perspectives.

• Professional Growth: Grow your skills in leadership, customer experience, and project delivery.

• Innovation-Driven: Contribute to modern, responsive service delivery improvement.

Key Initiatives You’ll Lead

• Customer Enquiry Management – Streamlining, consolidating, and coordinating customer enquiries through a single, consistent entry point to improve response times, visibility and customer experience.

• Customer Survey Program – Capturing and applying customer insights to drive service excellence.

• Customer Experience Measurement Framework & Dashboard – Using data to inform decision-making.

• Customer Service Capability Framework – Supporting a skilled, customer-focused workforce.

About us

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities. 

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

Join us

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close 11:55pm, Monday 26th January 2026

Should you require further information about the role please contact Kelly Green via kelly.green@crownland.nsw.gov.au or on 0459 277 895

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment. 

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676​ - HR Support, option 2, DPHI People Advisory, option 1, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn