Senior Change & Capability PartnerClerk Grade 9/10 – Temporary up to 12 monthsIndependent Review Office (IRO) Location: 1 Oxford Street Sydney (hybrid work options available)About the roleThe Independent Review Office (IRO) is seeking an experienced Senior Change & Capability to play a key role in shaping and delivering strategic transformation initiatives across the organisation.
This role supports IRO's ambition to be a highly customer‐centric, modern and effective regulator by driving customer, digital, people and capability‐led transformation.Working closely with senior leaders and stakeholders, you will lead and contribute to transformation initiatives from early‐stage concept and design through to implementation and evaluation.
A core focus of the role is uplifting organisational capability—embedding new ways of working, building confidence in change, and strengthening transformation, service design and customer‐centric skills across the business to ensure sustainable outcomes.About usThe Independent Review Office (IRO) is an independent statutory body in NSW that helps injured workers and motor vehicle accident claimants resolve disputes with insurers and provides legal funding to support claimants through the claims process.As part of the Department of Customer Service, the IRO is committed to integrity, independence and fairness.
Our work makes a meaningful difference to people navigating complex and often challenging systems, and we are focused on continuous improvement, innovation and building the capability needed to deliver better outcomes for the community.What you'll doIn this role, you will:Lead and contribute to strategic transformation initiatives that improve customer outcomes, service delivery and business performanceEmbed capability uplift into transformation work by strengthening service design, change, customer insight and problem‐solving skills across teamsUndertake qualitative and quantitative research to generate insights into user behaviour,



needs and end‐to‐end customer experiencesDesign and facilitate workshops that challenge current ways of working and build capability in re‐imagining services, processes and operating modelsDevelop ideas into prototypes, proof‐of‐concepts and scalable solutions that build confidence, ownership and capability across the organisationBuild strong, collaborative relationships with internal and external stakeholders to support capability transfer and shared accountability for changeMonitor and measure transformation and capability outcomes, providing insights to inform decision‐making and continuous improvementContribute to the development and maturity of IRO's transformation frameworks, tools and practices as a sustainable organisational assetSupport consensus‐building, coach teams through change, and unblock complex issues while maintaining momentum and focus on outcomesWhat we're looking forYou will bring: Demonstrated experience leading or contributing to business, customer or digital transformation in complex environments Strong capability in service design, user research, business process improvement, change or transformation disciplines Experience uplifting capability through coaching, facilitation, knowledge sharing or embedded ways of working Proven ability to analyse complex problems and develop practical, customer‐focused and capability‐building solutions Strong stakeholder engagement skills, with the ability to influence, negotiate and build commitment to change A proactive, resilient and outcomes‐focused approach, with a commitment to continuous improvement and public value Why join us?




Be part of an organisation with a robust public purpose and meaningful community impactShape both transformation outcomes and organisational capability to deliver sustainable changeFlexible working arrangements and a supportive, collaborative team environmentAccess to learning, development and career opportunities across the NSW public sectorHow to applyTo apply, please submit: Your resume (up to a maximum of 4 pages), and A brief cover letter (1–2 pages) outlining how your skills and experience align with this role.
Salary Grade 9/10, with the base salary for this role starting
at $****** base plus superannuation
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contact Tasha Bailey via ******.
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Closing Date: 09/06/2026 (9:59AM)
Careers at Department of Customer ServiceA 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.
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📌 Senior Change And Capability Partner (Victoria)
🏢 the original
📍 Victoria