Project Officer – Customer Experience and Innovation

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

Employment type – Temporary (Full Time)

Salary – Clerk 7/8 – ($116,981 - $129,492), plus 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 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

- Contribute to the planning, design, coordination, implementation and evaluation of projects and initiatives that improve policies, business processes, systems, digital services and the experience of people accessing Homes NSW services.
- Apply housing business knowledge and a customer-focused approach to understand operational needs, identify opportunities for improvement and contribute to practical solutions for customers and staff.
- Research and analyse customer and staff feedback, operational information, data and business processes to identify issues, emerging needs and opportunities for service, process and technology improvement.
- Support project delivery by preparing and maintaining project documentation, including project plans, process maps, briefs, reports, implementation plans, risk and issue registers and other governance documentation.
- Build effective relationships with internal and external stakeholders and coordinate working groups,



consultations and other engagement activities to gather business requirements, share information and incorporate the expertise of subject matter experts, frontline staff, customers and people with lived experience into project delivery.
- Work collaboratively with technology vendors, service providers and delivery partners to support project outcomes, including coordinating requirements and deliverables, monitoring actions, identifying and escalating issues, and supporting contract and supplier management activities.
- Contribute to the design and implementation of operational policies, procedures, business processes, digital products and technology solutions, ensuring they respond to identified customer and business needs.
- Support change management and implementation activities, including preparing communications, guidance and training materials and delivering briefings, demonstrations and training to staff and other stakeholders.
- Participate in business and user acceptance testing, technology deployments and implementation activities, including documenting results, identifying issues and supporting their resolution.
- Monitor project actions, milestones, risks and issues and provide timely updates and reporting to project managers, governance groups and other stakeholders.

What we’re looking for

- Interest and/or experience in managing projects.
- Robust passion to improve the customer experience with an ability to identify areas for improvement .
- Ability to engage well with a broad range of internal and external stakeholders at all levels.
- Good decision making, problem solving and analytical skills .
- Knowledge of and ability to interpret and analyse policy, process and procedure .
- Strong atte

📌 Project Officer (Parramatta)
🏢 Homes NSW
📍 Parramatta