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Department: Customer Experience and Innovation

Department/Agency: Department of Communities and Justice

Location: Parramatta, NSW, AU, 2150

Senior Project Officer – Customer Experience and Innovation

Location – Parramatta (flexible work locations available (with a minimum 50% in office arrangement)

Employment type – Temporary (35 hours per week)

Salary – Grade 9/10 ($133,348 - $146,945), superannuation and annual leave loading

Your role

Turn your passion and ideas into better services. Join Customer Experience and Innovation (CEI) at Homes NSW as a Senior Project Officer and help deliver innovation and digital transformation for housing customers and staff. Ready to make a difference? We’d love to hear from you .

Who are we?

Customer Experience and Innovation (CEI) leads digital transformation, service innovation and operational improvement across Homes NSW. We are responsible for designing and delivering initiatives that simplify services for customers, support frontline staff, and improve organisational performance.

Our work spans policy, process, technology and service reform, including the development and continuous improvement of housing operational policy, procedures and business processes. We manage critical rent and customer account systems, ensuring effective administration, monitoring and review processes that support tenants and applicants.

CEI plays a lead role in delivering key Homes NSW strategic reforms through the redesign of services, processes and technology, making it easier for customers to engage with Homes NSW and for staff to deliver services efficiently. We oversee a diverse portfolio of digital products and services,



including MyHousing Online Services, mobile applications, digital communications, online forms, the Headlease Hub, Rent It Keep It, and the MyHousing Repairs Portal.

The team also drives innovation through the exploration and implementation of emerging technologies, including Artificial Intelligence and Robotic Process Automation. In addition, we provide business and technical support for core systems such as HOMES and TRIM, and manage strategic relationships with technology partners, encompassing application management, vendor performance, contract management and technology enablement.

What you’ll do

This recruitment is for generalist Senior Project Officer positions. Successful candidates will be matched to specific roles based on their skills and experience , with responsibilities that could span several of the following activities:

- Manage and oversee all aspects of project planning, development, implementation and evaluation for projects of varying size and complexity. This includes preparing project documentation, managing project schedules, coordinating resources, monitoring risks, issues, advantages and quality outcomes, and meeting governance and reporting requirements to ensure successful delivery.
- Apply business knowledge, analytical skills and a customer-focused approach to identify opportunities and deliver improvements to policies, processes, systems,



services and digital products that enhance outcomes for customers, staff and the broader community.
- Support the development and implementation of housing operational policies, procedures, business processes and service delivery improvements, ensuring solutions are practical, sustainable and aligned with organisational objectives.
- Develop business cases, project proposals, recommendations and implementation plans that translate strategic priorities and emerging opportunities into actionable projects and measurable outcomes.
- Build and maintain productive relationships with internal and external stakeholders, including business units, technology partners, service providers and governance groups. Use effective consultation, communication, negotiation and issue management skills to gather insights and achieve project outcomes.
- Manage and maintain productive relationships with technology vendors, service providers and delivery partners to support project and operational outcomes. This includes monitoring supplier performance, coordinating contract deliverables, managing issues and dependencies, supporting procurement and contract management activities, and ensuring agreed outcomes are delivered in accordance with business requirements.
- Coordinate project teams, working groups and governance forums to support decision-making, monitor progress, manage dependencies and address emerging risks and issues.
- Prepare high-quality reports, briefing materials, business documentation, policy and procedure documents, communications, training resources and presentations to support project delivery, change management and stakeholder engagement.

📌 Senior Project Officer (Parramatta)
🏢 Nsw Department Of Communities And Justice
📍 Parramatta