Do you want your work to make a difference for NSW?
Working to protect the state’s environment and heritage.
- Design experiences that matter. Create impact that lasts
- Ongoing full-time opportunity, 35 hours/week
- Office location - Parramatta, flexible working supported
- Salary relative to experience, and ranges from $154,231 to $178,369+ super & leave loading
Be part of a fast-paced, innovative team at the centre of the department's digital strategy, helping shape how human-centred design and customer experience practices are embedded across the organisation. This role is ideal for someone who thrives in dynamic environments, enjoys tackling complex challenges, and is passionate about creating meaningful, inclusive and accessible experiences that deliver real value for customers and staff. If that sounds like you, this could be your dream team.
About the role
As a Manager, Digital Experience, you will lead the design and delivery of end-to-end user and customer experiences, from discovery and concept through to implementation and continuous improvement. You will work across a diverse range of initiatives, including emerging technologies such as AI, customer-facing platforms like Salesforce, and digital solutions built on the Microsoft Power Platform.
You will champion human-centred design practices, ensuring solutions are informed by user needs, supported by evidence and insights, and aligned with organisational goals. Working closely with business and technical stakeholders, you will drive customer research, service design, journey mapping, usability testing and experience optimisation activities that influence strategic decision-making and service outcomes.
The role also provides leadership in establishing and uplifting digital experience governance, design standards and customer experience best practices across the department. You will help foster a culture of design thinking, collaboration and continuous improvement while identifying opportunities to innovate and improve how services are delivered.
This is an exciting opportunity to influence strategy, shape enterprise-wide design practices, and build trusted digital and customer experience capabilities in a complex and forward-thinking environment.
About you
As Manager, Digital Experience, you will:
- Lead cross-functional innovation workshops to foster collaboration, explore emerging opportunities, and support business outcomes
- Lead the design and optimisation of end-to-end customer and user journeys, ensuring digital experiences are accessible, inclusive, intuitive and aligned to business priorities.
- Collaborate with multidisciplinary teams, including developers, architects, and business stakeholders, to identify and implement opportunities that improve digital customer experiences.
- Develop and implement evidence-based customer experience and human-centred design strategies that support business goals, improve service outcomes and strengthen digital capability across the organisation.
- Lead user research, service design, journey mapping, usability testing and prototyping activities to better understand customer needs and translate insights into practical design improvements.
- Conduct accessibility impact assessments and audits to identify potential barriers and recommend improvements that support inclusive and equitable access to digital services.
- Work with subject matter experts across usability, user experience, content design, assistive technology, accessibility and disability inclusion to ensure solutions are designed for diverse user needs.
- Provide design and experience assurance across projects, ensuring requirements and user stories have been met and that accessibility, usability, security, privacy, health and safety, and customer experience practices are appropriately considered.
- Produce and oversee the creation of design artefacts, including concepts, sketches, storyboards, journey maps, wireframes and functional prototypes, to support stakeholder engagement, validation and delivery.
- Establish and promote customer experience standards, digital experience governance and human-centred design practices that improve consistency, quality and confidence in delivery.
- Use customer insights, analytics, feedback and testing outcomes to continuously improve services and contribute to innovation, efficiency and better user outcomes.
For more information read the full Role Description: Manager Digital Experience
Who we are
The Department of Climate Change, Energy, the Environment and Water (DCCEEW) work to protect the state’s environment and heritage. It leads the way on climate change, driving the sustainable transition to a net zero economy, powered by affordable, reliable, and clean energy.
DCCEEW conserves and protects the state’s natural environment. It manages the NSW national park estate, including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations.
DCCEEW also ensures sustainable management of water resources across the state, to support the environment, communities and industry.
We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.
To Apply
If excited by the information above, we look forward to receiving your application, including a copy of your resume (max 5 pages) and single page cover letter expressing your interest and suitability for the role.
Please also note, to be eligible for an ongoing role in the NSW Public Sector you need to be an Australian Citizen or Permanent Resident. For temporary and casual roles, you need to hold a valid visa giving you permission to work in Australia as required by the role.
Applications close Thursday 20 August at 11:55PM.
Should you require further information about the role, please contact Shweta Mehta on shweta.mehta@dcceew.nsw.gov.au
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.
Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live, work, and thrive for everyone. Our workforce represents people of all ages and genders, Aboriginal and Torres Strait Islander people, people with disabilities, the LGBTQI+ community, and people from diverse ethnic and cultural backgrounds.
Looking for more information or assistance in applying?
If you require an adjustment for your application process, please contact our Talent Acquisition Team by emailing dcceew.ta@dpie.nsw.gov.au or contacting Gemma Battison on 02 8289 6733 (please mention reference number 551818).
If you are an Aboriginal or Torres Strait Islander, use our Guide for Aboriginal Applicants to assist with applying for roles or contact our Aboriginal Career pathways team for a yarn.
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Role Description
