NSW Department of Customer Service – Sydney CBD NSW

- Full-Time (35hpw) Temporary to September 2027
- Salary Range $167,165 - $201,105pa + super
- Sydney City, Parramatta or Gosford with hybrid working arrangements (1-2 office days)

About the team

Digital Services delivers products and platforms that enable customers and businesses to securely and seamlessly access government services online. Our work improves customer experiences, increases digital adoption and helps NSW Government agencies deliver services more effectively and efficiently.

Our focus is on reducing customer effort, improving experiences across digital services, increasing adoption of digital channels and building scalable platform capabilities. You will join a collaborative, multidisciplinary environment where product, design and engineering work together to deliver measurable outcomes for customers, agencies and government.

About the role

As Principal Product Manager, you will lead strategy and outcomes across a significant product, platform or customer problem space. Working across teams and organisational boundaries, you will identify opportunities, shape direction and influence decisions that improve how customers engage with government services.

This role is key to supporting the delivery of several enterprise initiatives across Digital Services. It is suited to a genuine product leader who can bring clarity to complexity, operate confidently in ambiguity and turn customer insight into measurable outcomes. The role sits in the Transaction Onboarding team, which designs, delivers and supports high-volume digital transactions used by people,



businesses and frontline staff across NSW. Working across product, design and engineering, the team combines customer-focused delivery with secure, reliable and reusable transaction platform capabilities that can scale across government services. Key priorities over the next 12 months include leading teams to design and deliver ministerial priorities including the continued digitisation of vehicle registrations.

Key responsibilities

- Lead the end-to-end product lifecycle as part of a multidisciplinary product team, from discovery and strategy through to delivery and continuous improvement.
- Define and communicate a compelling product strategy, clear outcomes, success measures and an outcome-oriented roadmap.
- Use customer research, data, experimentation and stakeholder insight to identify, validate and prioritise opportunities.
- Shape and prioritise the product backlog, balancing customer outcomes, public value, risk and technical considerations.
- Partner closely with engineering and design leaders in a product trio model to make evidence-based product decisions.
- Build strong relationships across Digital Services, Service NSW and partner NSW Government agencies to align stakeholders and influence decisions.




- Deliver measurable improvements to customer and business outcomes through iterative product enhancements and new capabilities.
- Act as a trusted adviser on product strategy, investment and prioritisation within your domain.

About you

You are an experienced product leader, not simply a delivery manager or backlog owner. You enjoy solving complex customer and business problems where the path forward is not immediately obvious. You combine solid product judgement with curiosity, systems thinking and the ability to influence without relying on formal authority.

You are comfortable working with incomplete information, challenging assumptions and making high-quality decisions. You thrive in a product trio, collaborate effectively across disciplines and remain focused on delivering value for customers.

To be successful in the role you will demonstrate:

- Experience leading complex digital products or problem spaces characterised by ambiguity, uncertainty, and competing stakeholder needs
- Success defining product strategy, creating clear roadmaps and delivering measurable customer and business outcomes
- Experience working in cross-functional product teams, partnering effectively with engineering and design to achieve shared outcomes
- Strong systems thinking, with the ability to understand customer, business and technology considerations and navigate trade-offs
- Experience influencing stakeholders and aligning diverse views without relying on formal authority
- A genuine passion for product mana

📌 Principal Product Manager (Sydney)
🏢 NSW Department of Customer Service
📍 Sydney