Customer Experience Designer

📍 Job Overview

Job Title: Customer Experience Designer

Company: myCareer - NSW Government

Location: Parramatta, NSW, Australia

Job Type: Temporary (12 Months)

Category: Revenue Operations / Customer Experience Design

Date Posted: 2026-06-26

Experience Level: Mid-Senior (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in enhancing customer satisfaction and experience within Revenue NSW, a key agency of the Department of Customer Service (DCS).

• You will be instrumental in developing and implementing human-centered design (HCD) strategies to foster a customer-centric operational environment.

• The position requires a strong capability in designing and executing customer research projects to generate actionable insights that drive service improvements.

• You will collaborate with stakeholders across Revenue NSW to identify opportunities for service enhancement and to improve the overall complaints landscape.

📝 Enhancement Note: While titled "Customer Experience Designer," the responsibilities and context within Revenue NSW strongly align with a Revenue Operations or GTM Operations role focused on customer journey optimization and process improvement. The emphasis on data analysis, stakeholder engagement, and service improvement through design principles is core to operations functions that aim to enhance customer lifetime value and operational efficiency.

📈 Primary Responsibilities

• Design and execute comprehensive customer research projects, from initial concept and methodology development through to the delivery of actionable insights and strategic recommendations.

• Analyze a wide array of customer experience data, including direct research findings, complaint logs, operational metrics, and other relevant data sources, to identify key pain points and opportunities.

• Support stakeholders in identifying and strategizing methods to improve customer satisfaction and overall experience across all Revenue NSW services.

• Facilitate the rapid assessment of new initiatives and innovations by providing data-driven insights into their viability and desirability from a customer perspective.

• Contribute to the improvement of the complaints management landscape within Revenue NSW, ensuring feedback loops are effective and lead to tangible service enhancements.

• Develop and maintain strong relationships with internal stakeholders, acting as a champion for customer-centricity and design thinking principles.

• Facilitate workshops and design thinking sessions to co-create solutions and foster collaboration around customer experience improvements.

• Translate complex research findings and data into clear, concise, and compelling reports and presentations for diverse audiences, including senior leadership.

📝 Enhancement Note: The responsibilities listed are typical for a mid-level to senior CX professional, but the context of "Revenue NSW" and "improving customer satisfaction and experience across Revenue NSW" implies a direct impact on revenue generation and retention through better service delivery. This role bridges design thinking with operational outcomes, a critical function in GTM and Revenue Operations.

🎓 Skills & Qualifications

Education:

• A degree in Design, Human-Computer Interaction (HCI), Psychology, Sociology, Business, or a related field is preferred. Equivalent practical experience will also be considered. Experience:

• Minimum of 2-5 years of experience in customer experience design, user research, service design, or a closely related field.

• Proven track record of delivering research projects from initiation to final recommendations, demonstrating a strong understanding of research methodologies and their application.

• Experience in analyzing diverse datasets, including qualitative research, quantitative data, and operational metrics, to derive meaningful insights. Required Skills:

• Human-Centred Design (HCD) / Design Thinking: Demonstrated experience or strong interest in applying HCD principles to transform customer experiences and operational processes.

• Customer Research Design & Execution: Proficiency in designing, conducting, and analyzing qualitative and quantitative customer research (e.g., interviews, surveys, usability testing, journey mapping).

• Data Analysis & Interpretation: Ability to analyze customer experience data from various sources (research, complaints, operational data) and translate findings into actionable recommendations.

• Stakeholder Engagement & Communication: Excellent skills in building rapport, influencing, and communicating effectively with diverse stakeholder groups, including senior management, through written reports, presentations, and workshops.

• Workshop Facilitation: Experience in designing and facilitating workshops, brainstorming sessions, and co-design activities.

• Insight Generation: Proven ability to synthesize complex information and identify critical insights that drive strategic decisions and service improvements.

Preferred Skills:

• Experience within the public sector or government agencies, understanding of regulatory environments.

• Familiarity with CRM systems and their role in customer experience management.

• Knowledge of service design blueprints and their application in operational contexts.

• Experience in improving complaint handling processes and customer feedback mechanisms.

• Proficiency in specific CX research and analytics tools (e.g., Qualtrics, SurveyMonkey, Hotjar, Miro, Figma for prototyping).

📝 Enhancement Note: The emphasis on "actionable insights" and "improving services" points to the need for a candidate who can not only design experiences but also drive their implementation and measure their operational impact. This aligns with GTM and Revenue Operations roles that focus on optimizing the customer journey for better conversion and retention.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies in Customer Experience Improvement: Showcase 2-3 detailed case studies demonstrating your involvement in projects that significantly improved customer satisfaction, user experience, or operational efficiency.

• Research Project Examples: Include examples of research methodologies used, the types of data analyzed, and how insights were translated into actionable recommendations. Highlight the impact of these recommendations.

• Design & Facilitation Artifacts: Present examples of workshop outputs, journey maps, personas, or process flows that illustrate your design thinking and facilitation capabilities.

• Data Analysis & Reporting: Demonstrate your ability to analyze data and present findings clearly, showing how you've linked data insights to strategic business outcomes.

Process Documentation:

• Workflow Design & Optimization: Evidence of your ability to map existing customer journeys and operational workflows, identify bottlenecks or friction points, and propose optimized processes.

• Implementation & Measurement: Examples of how you've collaborated with teams to implement design changes or process improvements and how you've measured their effectiveness using relevant KPIs.

• User Feedback Integration: Demonstrate how you've incorporated user feedback and research findings into iterative improvements of services and operational processes.

📝 Enhancement Note: For a role that bridges design and operations, a portfolio should not just showcase design outputs but also demonstrate a structured approach to problem-solving, data analysis, and the tangible impact of proposed solutions on customer behavior and operational metrics. The focus should be on the "how" and the "why" behind the design choices, linked to business objectives.

💵 Compensation & Benefits

Salary Range: $116,981 - $129,492 AUD per annum + Superannuation

Benefits:

• Temporary Contract: 12-month temporary role offering a defined period of focused project work.

• Flexible Working Arrangements: Hybrid model with flexibility in work location across NSW locations, and potential for flexible leave where additional hours are worked.

• Professional Development: Access to learning tools and resources for ongoing professional development, supporting skill enhancement in CX, HCD, and related operational areas.

• Health and Wellbeing Programs: Comprehensive programs designed to support the physical and mental wellbeing of employees.

• Superannuation: Employer contributions to superannuation as per Australian legislative requirements.

• 35-hour Working Week: Standardized work week, promoting work-life balance.

Working Hours: 35 hours per week, with potential for flexible leave accrual based on additional hours worked.

📝 Enhancement Note: The salary range provided is for a Grade 7/8 in the NSW Public Sector, which is competitive for a mid-to-senior level specialist role in customer experience and service design. The benefits package emphasizes work-life balance and professional growth, which are attractive to operations professionals seeking a stable yet evolving work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (Revenue Management, Customer Service, Digital Transformation)

Company Size: Large (NSW Government, Department of Customer Service)

Founded: The Department of Customer Service (DCS) was established in 2019, consolidating various government agencies to focus on customer service delivery, digital transformation, and regulatory reform. Revenue NSW is a principal agency within DCS.

Team Structure:

• The Customer Experience Designer will be part of the Revenue NSW team, within the broader Department of Customer Service.

• This role likely sits within a dedicated CX or Design team, or potentially a broader operations or strategy unit focused on customer journey optimization.

• The team structure emphasizes cross-functional collaboration, working closely with policy, digital, legal, and operational teams to implement improvements. Methodology:

• Customer-Centricity: A core operating principle is placing the customer at the center of all programs and initiatives.

• Data-Driven Decision Making: Emphasis on using data, including research and operational metrics, to inform strategies and assess viability of new initiatives.

• Human-Centred Design (HCD): Application of HCD principles to design services and interactions that are intuitive, effective, and meet user needs.

• Digital Transformation: A strategic focus on leveraging digital technologies to improve service delivery and customer engagement.

Company Website: https://www.nsw.gov.au/departments-and-agencies/customer-service

📝 Enhancement Note: Working within the NSW Government, particularly the Department of Customer Service, means operating within a large, structured, and often complex environment. The culture values service delivery, efficiency, and increasingly, digital innovation. For an operations professional, this offers exposure to large-scale process optimization and public service impact.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior specialist. It requires a solid foundation in CX design principles and research methodologies, coupled with the ability to influence strategy and drive practical implementation. It's a step beyond entry-level design roles, demanding a strategic perspective on how customer experience impacts operational outcomes and revenue.

Reporting Structure: The role reports to a Manager or Director within Revenue NSW, likely overseeing CX, Design, or a related operational strategy function. Close collaboration with various business units and potentially digital transformation teams is expected.

Operations Impact: The Customer Experience Designer has a direct impact on the effectiveness and efficiency of Revenue NSW’s service delivery. By improving customer satisfaction and streamlining processes, this role contributes to increased compliance, reduced operational costs (e.g., fewer support queries, fewer complaints), and enhanced public perception, all of which can indirectly support revenue collection and grant administration goals.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of CX, such as service design, user research, or design strategy within a large government context.

• Leadership: Potential to move into a Senior CX Designer, Lead CX Designer, or Managerial role, leading projects and mentoring junior team members.

• Cross-Functional Experience: Gain exposure to broader government operations, digital transformation initiatives, and policy development.

• Permanent Opportunities: The creation of a talent pool for similar opportunities suggests potential for permanent roles within DCS or other NSW Government agencies.

📝 Enhancement Note: The temporary nature of the role, coupled with the talent pool creation, offers a pathway for motivated individuals to demonstrate their value and potentially secure a permanent position. This is a common and effective recruitment strategy in large public sector organizations.

🌐 Work Environment

Office Type: Hybrid work environment, combining remote work with office-based collaboration. The Department of Customer Service promotes flexible working arrangements.

Office Location(s): Office location is flexible across various Revenue NSW working locations in NSW. Specific office addresses are not detailed but are available through the provided link. This offers flexibility for candidates residing in different parts of NSW.

Workspace Context:

• Collaborative Environment: Expect a workplace that encourages collaboration, with opportunities to work alongside diverse teams including policy advisors, digital specialists, and operational staff.

• Tools & Technology: Access to standard office technology, likely including collaboration platforms, design software, and data analysis tools relevant to the role.

• Operations Focus: The workspace facilitates the practical application of design thinking to solve real-world operational challenges within a government revenue agency.

Work Schedule: The role adheres to a 35-hour working week, with provisions for flexible leave when additional hours are worked. This structure supports a balanced approach to work and personal life, crucial for sustained productivity in complex roles.

📝 Enhancement Note: The hybrid and flexible nature of the work arrangement is a significant draw, catering to modern work preferences. For an operations role, this flexibility can be beneficial for deep work and focused analysis, while still allowing for essential in-person collaboration and stakeholder engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application Review: Resume and cover letter screening focusing on alignment with required skills and experience.

• Capability Framework Assessment: Applications will be assessed against the NSW Public Sector Capability Framework. Candidates may be asked to provide specific examples of how they meet each capability. The "Capability Application Tool" is recommended for preparation.

• Interview(s): Likely includes one or more interviews with the hiring manager and potentially other team members. Expect behavioral questions, situational questions, and discussions around your experience and approach to CX design and research.

• Portfolio Presentation/Discussion: Candidates may be asked to present a selection of their work or discuss specific case studies from their portfolio, demonstrating their problem-solving skills, design process, and impact.

• Pre-employment Checks: Successful candidates will undergo criminal history, entitlement to work, and reference checks.

Portfolio Review Tips:

• Showcase Impact: Focus on case studies that clearly demonstrate the positive impact of your work on customer satisfaction, operational efficiency, or business outcomes. Quantify results wherever possible.

• Highlight Process: Clearly articulate your design and research process for each case study. Explain the problem, your approach, the tools and methods used, and the rationale behind your decisions.

• Tailor to Revenue NSW: Where possible, draw parallels between your experience and the challenges or goals of Revenue NSW. Demonstrate an understanding of their operational context.

• Prepare for Questions: Be ready to discuss your contributions, challenges faced, and lessons learned in each project presented.

Challenge Preparation:

• Capability Framework: Thoroughly review the NSW Public Sector Capability Framework and prepare specific examples for each capability, particularly those related to problem-solving, communication, and stakeholder engagement.

• CX Strategy: Be prepared to discuss your understanding of CX strategy and how it applies to a government revenue agency.

• HCD Application: Have examples ready of how you've applied HCD principles to solve complex problems or improve services.

• Data Interpretation: Be ready to discuss how you approach analyzing customer data and translating it into actionable insights.

📝 Enhancement Note: The NSW Public Sector Capability Framework is a critical component of their recruitment process. Candidates should dedicate time to understanding it and preparing specific, STAR-method (Situation, Task, Action, Result) aligned examples for each relevant capability. This is crucial for distinguishing oneself in government applications.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Sketch, Adobe XD, etc., for creating wireframes, mockups, and prototypes.

• Collaboration Tools: Miro, Mural, Microsoft Teams, Slack for remote collaboration, brainstorming, and workshop facilitation.

• Project Management Software: Jira, Asana, Trello (or similar) for managing research projects and design tasks.

Analytics & Reporting:

• Survey & Research Platforms: Qualtrics, SurveyMonkey, Typeform for designing and distributing surveys, and collecting feedback.

• Data Analysis Tools: Excel, Google Sheets, potentially basic SQL or R/Python for data manipulation and analysis. Tableau or Power BI for dashboard creation and visualization.

• Web Analytics: Google Analytics or similar for understanding website user behavior.

CRM & Automation:

• CRM Systems: Familiarity with CRM concepts and data management, though direct administration might not be required. Understanding how customer data is captured and utilized is beneficial.

• Customer Feedback Platforms: Tools for managing and analyzing customer feedback and complaints.

📝 Enhancement Note: While specific tools aren't listed, the role requires proficiency in standard CX design and research tools. The ability to analyze data and communicate findings is key, suggesting a need for strong analytical skills and familiarity with reporting and visualization tools. A candidate with experience in government systems or their equivalents would be advantageous.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A fundamental commitment to understanding and serving the needs of NSW citizens and businesses.

• Excellence & Efficiency: Striving for high standards in service delivery and operational processes, aiming for efficiency and effectiveness.

• Integrity & Fairness: Upholding ethical standards in revenue management and public service.

• Collaboration & Inclusion: Valuing diverse perspectives and fostering a collaborative environment where all team members can contribute and belong.

• Innovation & Adaptability: Embracing digital transformation and new approaches to improve services and stay responsive to evolving needs.

Collaboration Style:

• Cross-Functional Integration: Proactive engagement with various departments (policy, IT, operations, legal, communications) to ensure a holistic approach to CX improvements.

• Partnership Approach: Working as a partner with stakeholders to co-create solutions, rather than simply dictating design.

• Open Communication: Encouraging transparent communication, constructive feedback, and knowledge sharing to drive continuous improvement.

• Data-Informed Dialogue: Using data and insights to guide discussions and decisions, fostering a rational and evidence-based approach to problem-solving.

📝 Enhancement Note: The NSW Government emphasizes diversity and inclusion, as well as a commitment to public service. Understanding these underlying values is crucial for cultural fit. For an operations role, this translates to a focus on process improvement that benefits a broad range of citizens and ensures equitable service delivery.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Bureaucracy: Working within a large government organization can involve multiple approval layers and established processes that require patience and strong stakeholder management skills to navigate.

• Balancing Diverse Stakeholder Needs: Managing expectations and requirements from various government departments and citizen groups with potentially conflicting priorities.

• Translating Insights into Action: Effectively advocating for and implementing design recommendations within an operational environment that may have legacy systems or established procedures.

• Measuring Impact in Public Service: Defining and measuring success metrics that accurately reflect the value delivered to the public and the efficiency of government operations.

Learning & Development Opportunities:

• Public Sector CX Best Practices: Gaining in-depth experience in applying CX principles within the unique context of government services and revenue management.

• Digital Transformation Exposure: Opportunity to contribute to significant digital transformation projects within the Department of Customer Service.

• Mentorship: Potential to learn from experienced public sector professionals and CX leaders within Revenue NSW and DCS.

• Formal Training: Access to learning tools and potential for external training or certifications relevant to CX, service design, and government operations.

📝 Enhancement Note: The challenges are typical for roles within large public sector organizations. Success often hinges on strong communication, stakeholder management, and a resilient approach to driving change. The growth opportunities are substantial, offering exposure to large-scale impact and career development within a stable sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used customer research to identify a significant problem and how you proposed a solution. What was the outcome?" (Focus on your process, the insights, and the impact).

• "How would you approach improving the customer experience for individuals dealing with tax inquiries or fines in NSW?" (Demonstrate your understanding of HCD and your ability to strategize for a government revenue context).

• "How do you ensure that your design recommendations are practical and can be implemented within operational constraints?" (Highlight your understanding of operational realities and collaboration). Company & Culture Questions:

• "What do you know about Revenue NSW and the Department of Customer Service, and why are you interested in working for the NSW Government?" (Research their mission, values, and recent initiatives).

• "How do you contribute to a diverse and inclusive workplace?" (Relate to the company's stated values).

• "Describe your experience with human-centred design and how you believe it can benefit public services." (Show genuine understanding and enthusiasm). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your role/approach, the methodologies used, key findings, proposed solutions, implementation (if applicable), and measurable outcomes.

• Focus on Impact: Quantify results whenever possible (e.g., "reduced complaint volume by X%", "improved customer satisfaction scores by Y points," "streamlined process leading to Z% time saving").

• Be Ready for Deep Dives: Prepare to answer detailed questions about your design decisions, the challenges you encountered, and how you collaborated with others.

• Showcase Your Process: Explain how you arrived at your solutions, not just what the solutions were. This demonstrates your thinking and problem-solving skills.

📝 Enhancement Note: Emphasize how your skills in CX design and research can directly support the operational goals of Revenue NSW – improving efficiency, compliance, and citizen satisfaction. Frame your experience in terms of delivering tangible outcomes for a public service agency.

📌 Application Steps

To apply for this operations position:

• Submit your resume and any required supporting documents through the provided application link before the closing date of 3rd July 2026.

• Prepare Your Portfolio: Curate a selection of your best work, focusing on case studies that demonstrate your ability to conduct research, generate actionable insights, and drive customer experience improvements, ideally with quantifiable results.

• Understand the Capability Framework: Familiarize yourself with the NSW Public Sector Capability Framework and prepare specific examples using the STAR method to address key capabilities relevant to this role. Utilize the provided "Capability Application Tool" for guidance.

• Tailor Your Resume: Ensure your resume highlights experience in customer research, data analysis, HCD, stakeholder engagement, and any relevant public sector or large organizational experience. Use keywords from the job description.

• Research Revenue NSW: Understand the agency's mission, services, and the broader goals of the Department of Customer Service. Consider how your CX design skills can contribute to their objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.