Department of Regional NSW
Picture of a golden sunlit landscape in Queanbeyan area. Gumtrees in foreground, blue sky and river in background.

Customer Experience Programs and Projects Officer

Customer Experience Programs and Projects Officer

  • 500921
  • Administration and Clerical
  • Customer Services and Call Centre
  • Projects

We encourage applicants from all backgrounds including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees, and people with disability. We support an inclusive workplace where staff have access to opportunities and resources at all levels, enabling our team members to drive innovation, productivity and delivery of high-quality services. We provide dignified access to reasonable adjustments both during the recruitment process and in the workplace. If you require reasonable adjustment during the recruitment process, please call or text the contact for this role.

  • Ongoing Full Time Position
  • Location: Willing to consider candidates across all NSW locations. Preference will be given to candidates based regionally with a focus on Queanbeyan, Armidale, Dubbo and Coffs Harbour.
  • LLS Grade 6 position – Salary commencing $99,431 per annum + superannuation
  • Dynamic working environment, inclusive and friendly team culture

About Us 

Local Land Services (LLS) is an Executive Agency related to the cluster. It provides quality, customer-focused services to landholders and the community across New South Wales. This regionally based organisation brings together a wide range of service and advisory functions including agriculture, biosecurity, natural resource management, land management, biodiversity, emergency services and private native forestry. 

Our team is there when it matters, on the ground helping landholders with knowledge, networks and local experience. 

About the role 

As the Customer Experience Programs and Projects Officer, LLS you will develop, manage and implement a range of projects to support and improve state-wide service delivery and meet LLS customer service objectives. Our customers are at the heart of everything we do and our staff live in the communities they service, providing local solutions to local challenges. 

This role works to keep the customer at the centre of everything we do at Local Land Services. You will use your behavioural insights and human centred design knowledge and skills to lead and inspire innovative ways of improving the way services are offered by Local Land Services so that we meet the needs of our customers, both now and into the future. You’ll join a team focused on solutions, continuous improvement and enabling excellence.

Reporting directly to the Business Partner Customer Experience, and forming an important part of the Strategy Performance and Governance Team in LLS, key responsibilities include:

  • Develop and implement the customer insights project
  • Support ongoing efforts to measure the impact of LLS services on landholder practices
  • Maintain the Regional Profiles Report
  • Identify opportunities for improvement from the Customer Satisfaction Survey results
  • Work across regions to identify centres of excellence and support the scaling of those solutions for statewide implementation
  • Support the team in resolving Feedback Assist cases

This role is ideal for someone who is interested in improving our understanding of, and monitoring how, our customers experience our services. LLS has industry leading CX and NPS scores, this role will be instrumental in taking them from good to great

Applying for this role

If this role sounds ideal to you, please apply via the online portal including your resume and a brief cover letter outlining why you are interested in this position.  

Applications Close: Wednesday 12 October 2022 at 11.55pm AEST

For further information about this exciting opportunity please contact Tracey Potts, Business Partner Customer Experience on or 0447 048 929 or you can click here to view the role description

Additional Information:
A talent pool may be created from this recruitment action for ongoing and temporary roles of the same standard that may become available for filling over the next eighteen months. The successful applicant in this role may be required to undergo a police check, health assessment and other assessments as required.

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