Shape Better Experiences for Communities Across NSW

• Customer Experience Analyst
• Ongoing Full Time Opportunity
• Office location – Newcastle/Nowra/Dubbo.
• Salary ranges from $102,936 - $113,579 plus super

Are you passionate about using customer insights to improve services and drive meaningful change?

Do you enjoy uncovering trends, solving complex problems and translating data into practical improvements that enhance customer outcomes?

Crown Lands is seeking a Customer Experience Analyst to play a pivotal role in transforming how customer insights inform decision-making, service delivery and continuous improvement across the organisation.

This newly created role offers a unique opportunity to influence customer experience at a strategic level while supporting major initiatives that will shape the future of customer service across Crown Lands.

The Role

As a Customer Experience Analyst, you will combine analytical thinking, stakeholder engagement and continuous improvement expertise to identify opportunities that improve both customer and business outcomes.

Working closely with teams across Crown Lands, you will analyse customer feedback, enquiry trends and service performance data to uncover insights, inform decision-making and support the delivery of customer-focused improvements.

You will also contribute to key customer experience initiatives, helping to embed a customer-centric culture and ensuring customer insights are at the heart of how services are designed and delivered across Crown Lands.

What You'll Be Doing

• Analyse customer enquiries, feedback, reports and performance data to identify trends, emerging issues and opportunities for improvement.
• Develop actionable insights and recommendations that improve customer outcomes and organisational performance.
• Support the implementation of customer experience initiatives, including service improvements, business processes, knowledge resources and service standards.
• Partner with stakeholders across Crown Lands to ensure customer insights inform operational and strategic decision-making.
• Monitor customer experience performance measures and contribute to reporting that drives continuous improvement.
• Coordinate and support projects that enhance customer experience and deliver measurable business outcomes.
• Identify opportunities to improve efficiency, consistency and customer satisfaction across multiple customer touchpoints.
• Champion a customer-focused culture by sharing insights, promoting best practice and helping build customer experience capability across the organisation.

For more information, please visit the Role Description:  Customer Experience Analyst

About You

We're looking for someone who is:

• Passionate about improving customer outcomes and creating better customer experiences.
• Experienced in analysing customer feedback, operational data, service metrics or performance information to identify opportunities for improvement.
• Curious, analytical and confident working with data and translating insights into action.
• A strong communicator who can influence stakeholders and present information in a meaningful way.
• Experienced in business improvement, customer experience, and project management.
• Organised and adaptable, with the ability to manage competing priorities and deliver outcomes.
• Collaborative and relationship-focused, with the ability to work effectively across diverse teams.
• Proactive, solutions-focused and motivated by delivering tangible improvements for customers and the business.
• Able to navigate policies, procedures and legislative requirements while maintaining a strong customer focus.

Why Join Us?

This is an opportunity to help shape the future of customer experience across Crown Lands.

You'll join a team committed to service excellence, innovation and continuous improvement while working on initiatives that make a real difference to communities, customers and stakeholders across New South Wales.

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, Thursday 13^th August 2026

Should you require further information about the role please contact Annie Amundsen via annie.amundsen@crownland.nsw.gov.au

A talent 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. 

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 (including an alternate format of the application form), 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 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. 

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. This role is subject to standard pre-employment checks, including a criminal record check.