NSW Land Registry Services – Sydney CBD NSW
About Land Registry Services (LRS)
NSW LRS has played a foundational role in the lives of people across New South Wales for over 160 years, quietly ensuring the security, integrity and accessibility of land and property ownership. From the first handwritten titles to today's digital platforms, our evolution has always been guided by one purpose: to create confidence beyond boundaries. In recent years, we've modernised systems, expanded our digital services, and strengthened how we serve our customers and partners. Our recent brand reflects this evolution. It's a symbol of where we've come from and where we're heading. At the heart of it all is our promise: Powering land certainty for NSW, so people, businesses and communities can move forward with confidence.
Your Opportunity
The Customer Services Product Manager provides strategic and product management leadership across service design, product development and improvement support for customer services to drive performance, service excellence, continuous improvement and transformation initiatives, while ensuring effective governance and consistent application of legislative, regulatory and policy frameworks. The role leads the design, optimisation and enablement of customer services and supporting products to ensure accurate, timely and customer-focused outcomes that maintain the integrity and reliability of the NSW land titles system.
Your Responsibilities
Lead customer service products and services from the design and delivery through to continuousimprovement of customer service models and enquiry services to ensure accurate, timely andcustomer-focused outcomes that maintain the integrity of the NSW land titles system and meetlegislative, regulatory and service delivery requirements.




Lead the development and execution of product roadmaps for core and enabling customerservice platforms including digital channels and knowledge systems to support servicecapability, continuous improvement and alignment with organisational and industry priorities.
Manage planning, prioritisation and coordination of service design and product initiativesacross customer services to ensure effective integration of operational services, systemsand delivery outcomes within agreed quality, time, risk and performance standards.
Lead or contribute to the development and continuous improvement of operational policies,procedures, service frameworks and quality assurance practices to strengthen governanceand ensure consistent application of legislative and policy requirements.
Drive and implement technology-enabled transformation initiatives including major systemprograms, AI-assisted query responses and customer service enhancements to improveoperational efficiency and customer outcomes.
Monitor and analyse service performance, product effectiveness, customer outcomes andemerging risks and provide strategic advice and recommendations to support informeddecision making and continuous improvement.
Build and maintain effective relationships with regulators and external stakeholders includinglawyers, conveyancers, surveyors and information brokers to support regulatoryengagement, industry alignment and delivery of enquiry and land information services.
About You




To be successful in this role you will have:
Tertiary qualifications in business, computer science or other related field.
Strong capability in service design, product management and stakeholder engagement tosupport delivery of integrated customer and digital service outcomes.
Extensive experience within complex operational or regulated service delivery environments,including customer service, enquiry and high-volume transaction processing functions.
Extensive experience interpreting and applying legislation, policies and service frameworksto support consistent and risk-based decision making.
Strong operational understanding with experience supporting delivery of services againstagreed service standards, performance measures and KPIs.
Demonstrated experience contributing to technology-enabled transformation initiativesincluding digital platforms, AI-enabled services and customer experience improvements.
Highly developed communication and influencing skills supported by strong domainknowledge of customer services and enabling platforms, and relevant tertiary qualifications.
Why Join Us:
At NSW LRS we're fostering a welcoming, connected, and fair workplace, where you can be yourself and thrive:
Our differences are our strength
You belong at NSW LRS
Gender equity and equality
Family comes first at LRS
Women in Leadership program
NSW LRS is committed to building a diverse, inclusive, and accessible workplace. We welcome and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and people from culturally diverse backgrounds.
Note: NSW LRS does not accept unsolicited resumes from recruitment agencies or search firms.
#J-*****-Ljbffr

📌 Customer Services Product Manager (Sydney)
🏢 NSW Land Registry Services
📍 Sydney