Manager Digital Experience CX UI UX

📍 Job Overview

Job Title: Manager Digital Experience CX UI UX

Company: DCCEEW NSW

Location: Parramatta, New South Wales, Australia

Job Type: Full-Time

Category: Digital Experience Management / User Experience Design / Customer Experience Strategy

Date Posted: 2026-08-06

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and delivery of end-to-end user and customer experiences, from discovery and concept through to implementation and continuous improvement, leveraging a strong understanding of CX and UI/UX principles.

• Champion human-centred design practices and embed customer experience strategies across a government department, influencing strategic decision-making and service outcomes.

• Drive innovation and collaboration through cross-functional workshops, utilizing emerging technologies like AI, Salesforce, and Microsoft Power Platform to enhance digital solutions.

• Establish and uplift digital experience governance, design standards, and customer experience best practices, fostering a culture of design thinking and continuous improvement.

📝 Enhancement Note: This role is a senior management position focused on digital experience, customer experience (CX), and user interface/user experience (UI/UX) design within a government agency. The emphasis is on strategic leadership, process implementation, and cross-functional collaboration to improve digital service delivery.

📈 Primary Responsibilities

• Lead the design and optimization of end-to-end customer and user journeys, ensuring digital experiences are accessible, inclusive, intuitive, and aligned with business priorities.

• Champion human-centred design practices by leading user research, service design, journey mapping, usability testing, and prototyping activities to deeply understand customer needs and translate insights into actionable design improvements.

• Drive cross-functional innovation workshops to foster collaboration, explore emerging opportunities, and support business outcomes through design thinking methodologies.

• Collaborate closely with multidisciplinary teams, including developers, architects, business stakeholders, and subject matter experts in content design and disability inclusion, to identify and implement opportunities that enhance digital customer experiences.

• Develop and implement evidence-based customer experience and human-centred design strategies that support business goals, improve service outcomes, and strengthen digital capability across the organization.

• Conduct accessibility impact assessments and audits to identify potential barriers and recommend improvements that support inclusive and equitable access to digital services, ensuring compliance with relevant standards.

• Provide design and experience assurance across projects, verifying that requirements and user stories are met and that accessibility, usability, security, privacy, health and safety, and customer experience practices are appropriately considered.

• Produce and oversee the creation of essential design artifacts, including concepts, sketches, storyboards, journey maps, wireframes, and functional prototypes, to support stakeholder engagement, validation, and successful delivery of digital initiatives.

• Establish and promote customer experience standards, digital experience governance, and human-centred design practices to improve consistency, quality, and confidence in digital service delivery across the department.

• Utilize customer insights, analytics, feedback, and testing outcomes to continuously improve services and contribute to innovation, efficiency, and better user outcomes in a government context.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design leadership, and governance establishment. The role demands a proactive approach to embedding CX/UX best practices within a large government organization, with a strong focus on accessibility and inclusivity.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Human-Computer Interaction, Design, Psychology, Information Technology, or a related field is typically expected for a management role of this nature.

Experience: 5-10 years of progressive experience in digital experience, CX, UI/UX design, with a proven track record in leadership and strategy.

Required Skills:

• Human-Centred Design (HCD): Deep understanding and practical application of HCD principles and methodologies.

• Customer Experience (CX) Strategy: Ability to develop and implement comprehensive CX strategies that align with organizational goals.

• User Research: Proficiency in conducting various user research methods (e.g., interviews, surveys, ethnographic studies) to gather insights.

• Service Design: Experience in mapping and designing end-to-end service journeys.

• Journey Mapping: Skill in creating detailed customer journey maps to identify pain points and opportunities.

• Usability Testing: Expertise in planning, executing, and analyzing usability tests to evaluate interface effectiveness.

• Prototyping: Ability to create wireframes, mockups, and interactive prototypes to visualize and test design concepts.

• Accessibility Standards: Strong knowledge of WCAG (Web Content Accessibility Guidelines) and experience in conducting accessibility audits.

• Digital Strategy: Capacity to contribute to and lead the development of broader digital strategies.

• Stakeholder Management: Excellent ability to engage, influence, and collaborate with diverse stakeholders across different departments and levels.

• Design Thinking: Facilitation and application of design thinking processes to solve complex problems.

• Digital Governance: Experience in establishing and managing frameworks for digital product and service delivery.

• Experience Optimisation: Proven ability to use data and insights to iterate and improve digital experiences.

• Innovation: Aptitude for identifying and championing innovative approaches to service delivery.

Preferred Skills:

• Experience with emerging technologies such as AI.

• Familiarity with customer-facing platforms like Salesforce.

• Experience with digital solutions built on the Microsoft Power Platform.

• Expertise in content design and its role in user experience.

• Knowledge of assistive technology and its integration into digital solutions.

• Experience within a government or public sector environment.

📝 Enhancement Note: The required skills are extensive and cover the full spectrum of digital experience design and management. Candidates will need to demonstrate not only technical proficiency but also strategic thinking, leadership, and a strong understanding of user advocacy, particularly concerning accessibility and inclusivity within a public service context.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Demonstrable case studies showcasing the end-to-end design and optimization of digital experiences, highlighting the candidate's role and impact.

• User Research & Insights: Examples of user research conducted, including methodologies used, key findings, and how these insights informed design decisions.

• Design Artifacts: A collection of design artifacts such as journey maps, wireframes, prototypes, and user flows that illustrate problem-solving and design thinking.

• Accessibility & Inclusivity: Evidence of how accessibility and inclusivity were integrated into design processes and solutions, including examples of audits or impact assessments.

• Metrics & Outcomes: Quantifiable results demonstrating the impact of design initiatives on user satisfaction, engagement, efficiency, or service delivery improvements (e.g., conversion rates, task completion rates, reduction in support queries).

Process Documentation:

• Workflow Design & Optimization: Showcase experience in designing and refining workflows for user research, design sprints, A/B testing, and continuous improvement cycles within digital projects.

• System Implementation Standards: Evidence of contributing to or defining standards for the implementation of digital solutions, considering user experience, accessibility, and integration with existing platforms (e.g., Salesforce, Microsoft Power Platform).

• Measurement and Performance Analysis: Demonstrate experience in defining key performance indicators (KPIs) for digital experiences and using analytics to measure performance, identify trends, and inform future iterations.

📝 Enhancement Note: For a management role focused on digital experience, a portfolio is crucial. It should not only showcase design skills but also strategic thinking, leadership in process implementation, and the ability to measure and articulate the business value and impact of CX/UX initiatives, especially within a government context where public good and accessibility are paramount.

💵 Compensation & Benefits

Salary Range: AUD $154,231 to $178,369 per annum, plus superannuation and leave loading.

Benefits:

• Superannuation: Employer contributions to a retirement savings fund, as per Australian legislative requirements.

• Leave Loading: An additional payment when taking annual leave, typically a percentage of the base rate.

• Flexible Working: Support for flexible working arrangements, including potential for remote work, to promote work-life balance.

• Professional Development: Opportunities for learning and development, crucial for staying current in the rapidly evolving digital experience field.

• Meaningful Impact: The opportunity to contribute to work that protects the state's environment, drives sustainable transitions, and improves public services for the citizens of New South Wales.

• Comprehensive Leave Entitlements: Standard public sector leave entitlements, including annual leave, sick leave, and long service leave.

Working Hours: 35 hours per week, with flexible working options supported.

📝 Enhancement Note: The salary range provided is competitive for a management role in digital experience within the Australian public sector, particularly in Sydney. The benefits are standard for government positions in NSW, with a strong emphasis on work-life balance and professional growth. The inclusion of "leave loading" is a common Australian employment practice.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government / Public Sector (Environmental, Climate Change, Energy, Heritage, Water Management). The Department of Climate Change, Energy, the Environment and Water (DCCEEW) operates within a highly regulated and public-facing sector. This means a strong emphasis on policy, public service, compliance, and citizen engagement.

Company Size: DCCEEW is a large government department, implying a complex organizational structure with multiple divisions, extensive employee numbers, and a wide range of services and responsibilities. This size offers opportunities for broad impact but also requires navigating bureaucratic processes and influencing diverse teams.

Founded: While the specific founding date of DCCEEW as a unified department isn't provided, its constituent parts likely have a long history within the NSW government, indicating established processes, a culture of public service, and a legacy of environmental stewardship.

Team Structure:

• The Manager, Digital Experience will likely lead a dedicated digital experience or CX team, potentially comprising UX designers, UI designers, content designers, and user researchers.

• This team will operate within a broader digital strategy or IT division, collaborating closely with business units, policy teams, project management offices, and technical development teams.

• Reporting structure likely involves a Director or Executive Director of Digital Strategy, Innovation, or Service Delivery, with a dotted line to business leaders impacted by the digital initiatives. Methodology:

• Data Analysis & Insights: A strong reliance on data from user research, analytics, and feedback to inform decisions and measure impact, with a focus on evidence-based approaches.

• Workflow Planning & Optimization: Emphasis on structured approaches to service design, user journey mapping, and iterative design processes to improve digital service delivery.

• Automation & Efficiency: Exploration and implementation of technologies like AI and platform solutions (Salesforce, Microsoft Power Platform) to drive efficiency and enhance user experiences.

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

📝 Enhancement Note: Working within DCCEEW means contributing to significant public policy and service delivery. The culture is likely to be formal, process-driven, and focused on public good, with a growing emphasis on digital transformation and modern user experience principles.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior management position within the digital experience and customer experience domain. It requires a blend of strategic leadership, technical expertise in UI/UX and CX, and the ability to manage teams and influence organizational change. The scope involves shaping enterprise-wide design practices and building critical digital capabilities.

Reporting Structure: The Manager, Digital Experience will likely report to a Director or Executive Director responsible for digital strategy, innovation, or service delivery. They will manage a team of digital experience professionals and collaborate extensively with stakeholders across various departments, including IT, policy, and operational units.

Operations Impact: The operations impact is significant, directly influencing how citizens and internal staff interact with government services digitally. Success in this role can lead to improved service accessibility, increased citizen satisfaction, greater operational efficiency through optimized digital processes, and a stronger digital presence for the department. This role is pivotal in translating policy into user-friendly digital realities.

Growth Opportunities:

• Operations Skill Advancement: Opportunity to deepen expertise in specialized areas like AI-driven CX, advanced accessibility design, or enterprise-level service design frameworks.

• Leadership Development: Potential to move into more senior leadership roles, such as Director of Digital Experience, Chief Experience Officer (CXO), or Head of Digital Transformation within government or related sectors.

• Cross-Functional Leadership: Opportunities to lead larger transformation programs, manage broader portfolios, or contribute to strategic digital policy development for the NSW government.

📝 Enhancement Note: This is a career-defining role for a digital experience professional looking to make a substantial impact within the public sector. The growth path emphasizes increasing strategic influence and leadership scope, leveraging a strong foundation in CX/UX principles and government operations.

🌐 Work Environment

Office Type: The role is based in Parramatta, with flexible working supported. This suggests a modern office environment that likely promotes collaboration and is equipped with standard office amenities. As a government department, there may be a mix of open-plan and private office spaces, meeting rooms, and potentially specific design labs or collaboration zones.

Office Location(s): Parramatta, New South Wales. This is a major business hub in Sydney, offering good public transport links and access to amenities.

Workspace Context:

• Collaborative Environment: Expect a workplace that encourages interaction with cross-functional teams (developers, business analysts, policy advisors) through workshops, brainstorming sessions, and regular meetings.

• Operations Tools & Technology: Access to standard office productivity software, project management tools, and specialized digital design and CX software relevant to the role, including potential access to Salesforce and Microsoft Power Platform environments for understanding and influencing their user experience.

• Operations Team Interaction: Frequent opportunities to engage with the digital experience team for design reviews, knowledge sharing, and collaborative problem-solving. Regular interaction with senior leadership for strategy alignment and reporting.

Work Schedule: A standard 35-hour work week is typical for NSW Public Sector roles, with flexibility offered. This allows for structured workdays while accommodating personal needs, which is beneficial for deep work required in design and analysis.

📝 Enhancement Note: The hybrid work model and flexible working arrangements are key features, indicating a modern approach to work-life balance within a government setting. The environment is expected to be professional, collaborative, and technologically equipped to support digital transformation initiatives.

📄 Application & Portfolio Review Process

Interview Process:

• Application Screening: Initial review of resume and cover letter, focusing on alignment with key responsibilities and required skills.

• Initial Interview: Likely a conversation with the hiring manager (Shweta Mehta) and potentially an HR representative to assess overall fit, experience, and understanding of the role. Focus will be on leadership capabilities and strategic approach to CX/UX.

• Portfolio Presentation/Case Study: A crucial stage where candidates will present their portfolio, detailing specific projects that demonstrate their expertise in human-centred design, user research, journey mapping, accessibility, and impact measurement. Expect to discuss challenges, solutions, and outcomes.

• Panel Interview: A final interview with a panel, potentially including senior leaders from relevant departments, to assess strategic thinking, stakeholder management skills, and cultural fit within the department's values.

Portfolio Review Tips:

• Curate for Impact: Select 3-5 of your strongest projects that best represent your end-to-end CX/UX process, leadership, and ability to drive measurable outcomes. Prioritize projects that showcase work on complex digital challenges, accessibility, and government/public sector contexts if applicable.

• Structure Your Story: For each project, clearly articulate the problem statement, your role and responsibilities, the methodologies and tools used, the key insights gained, the design solutions implemented, and the quantifiable results or impact achieved. Use visuals effectively.

• Highlight Leadership & Strategy: Emphasize your strategic contributions, how you influenced stakeholders, how you led or mentored teams, and how you established processes or governance.

• Demonstrate Accessibility & Inclusivity: Explicitly show how you've incorporated accessibility principles and considered diverse user needs in your designs and research.

• Quantify Success: Wherever possible, use data and metrics to demonstrate the value and effectiveness of your work (e.g., increased user satisfaction, improved task completion rates, reduced error rates, cost savings).

Challenge Preparation:

• Design Thinking Challenge: Be prepared for a scenario-based question or a mini design challenge that requires you to apply design thinking principles to a hypothetical government service problem. Focus on your process, not just the final output.

• Stakeholder Management Scenarios: Prepare to discuss how you would manage conflicting stakeholder priorities, gain buy-in for user-centred initiatives, or communicate complex design concepts to non-design audiences.

• Accessibility & Policy Alignment: Anticipate questions about how you would ensure digital services meet accessibility standards and align with government policies and regulations.

📝 Enhancement Note: The interview process heavily emphasizes practical application of skills through a portfolio review and likely a case study. Candidates must be ready to articulate their process, showcase tangible results, and demonstrate strategic leadership in digital experience and customer-centricity.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Sketch, Adobe XD, InVision (or similar) for wireframing, UI design, and interactive prototyping.

• User Research Platforms: SurveyMonkey, Typeform, Qualtrics for surveys; UserTesting.com, Lookback for remote usability testing; Miro, Mural for collaborative workshops and journey mapping.

• Project Management & Collaboration: Jira, Confluence, Asana, Trello for task management and team collaboration.

• Analytics & Data Visualization: Google Analytics, Adobe Analytics, Tableau, Power BI for tracking user behavior and visualizing performance data.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for tracking website traffic, user behavior, and conversion funnels.

• Performance Dashboards: Tools like Tableau or Power BI for creating comprehensive dashboards that report on key CX/UX metrics and service performance to stakeholders.

• Customer Feedback Platforms: Tools for collecting and analyzing customer feedback (e.g., NPS surveys, in-app feedback widgets).

CRM & Automation:

• CRM Systems: Salesforce (explicitly mentioned as a platform to influence user experience), Microsoft Dynamics 365. Experience in understanding and optimizing the CX aspects of CRM platforms.

• Microsoft Power Platform: Explicitly mentioned as a platform for digital solutions, implying familiarity with its capabilities and potential for user experience design within it.

• Integration Tools: Understanding of how digital experiences integrate with backend systems and APIs.

📝 Enhancement Note: The role requires proficiency with a wide range of design, research, and analytics tools. Specific mention of Salesforce and Microsoft Power Platform indicates an expectation to work within or influence these environments. Familiarity with government-specific platforms or data security protocols may also be beneficial.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of citizens and internal users, ensuring digital services are user-centric, accessible, and inclusive.

• Collaboration: Emphasis on working effectively across diverse teams (policy, IT, operations, communications) to achieve shared goals and deliver integrated services.

• Innovation & Improvement: A proactive approach to seeking new solutions, embracing emerging technologies, and continuously refining processes and services for better outcomes.

• Data-Driven Decision Making: A commitment to using evidence, insights, and analytics to inform strategy, design choices, and performance measurement.

• Integrity & Accountability: Upholding public trust through transparent, ethical, and accountable delivery of services, with a focus on compliance and best practices.

Collaboration Style:

• Cross-Functional Integration: Expect a collaborative style that actively bridges gaps between design, technology, policy, and business units, fostering a shared understanding of user needs and service objectives.

• Process Review & Feedback: A culture that encourages open feedback on designs, processes, and strategies, with regular design critiques and iterative reviews.

• Knowledge Sharing: Practices that promote the sharing of best practices, user insights, and lessons learned across teams to build collective capability in digital experience and CX.

📝 Enhancement Note: The culture within a government department like DCCEEW will likely be mission-driven, with a strong emphasis on public service, integrity, and collaboration. The integration of modern CX/UX practices suggests a department that is evolving and values user-centricity alongside its core public service mandates.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Adapting to established processes, policies, and procurement cycles common in public sector organizations while driving agile design initiatives.

• Embedding CX/UX in a Large Organization: Shifting mindsets and embedding human-centred design principles across a large, diverse department with potentially varying levels of digital maturity.

• Balancing Innovation with Compliance: Integrating new technologies (like AI) and innovative design approaches while adhering to strict government regulations, security protocols, and accessibility standards.

• Measuring Impact in Public Services: Defining and attributing impact for digital services that may not have direct commercial KPIs, focusing instead on citizen satisfaction, accessibility, and efficiency of public good.

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in specialized areas such as AI for CX, advanced accessibility design for government services, or large-scale digital transformation strategy.

• Industry Conferences & Certifications: Opportunities to attend relevant CX, UX, and digital government conferences, and pursue certifications in areas like service design or accessibility.

• Operations Mentorship & Leadership: Potential for mentorship from senior leaders within the NSW Public Sector, and pathways to develop leadership skills for managing larger teams or strategic initiatives.

📝 Enhancement Note: This role presents significant challenges inherent to large public sector digital transformation, but also offers substantial opportunities for professional growth and impact. The ability to navigate these challenges will be key to success and career advancement.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to embedding human-centred design principles within a large, complex government organization. What are the key challenges, and how would you overcome them?" (Focus on change management, stakeholder buy-in, and process integration).

• "How would you prioritize digital experience improvements across multiple government services with competing demands and limited resources? Discuss your framework for prioritization." (Highlight data-driven decision-making, user impact, and strategic alignment).

• "Explain your strategy for ensuring digital services are accessible and inclusive for all citizens, including those with disabilities. How do you integrate accessibility into the design lifecycle?" (Emphasize WCAG, user testing with diverse groups, and proactive design). Company & Culture Questions:

• "What interests you specifically about working for DCCEEW NSW and contributing to environmental and water management initiatives?" (Research the department's mission and current projects).

• "How do you see your role contributing to the department's broader goals of sustainability and public service delivery?" (Connect your CX/UX expertise to the department's mission).

• "Describe a time you had to influence senior stakeholders who were resistant to adopting a user-centred approach. What was your strategy, and what was the outcome?" (Demonstrate communication, persuasion, and strategic thinking). Portfolio Presentation Strategy:

• Start with the "Why": Clearly articulate the business problem or user need that drove each project.

• Show Your Process: Walk through your methodology step-by-step, emphasizing how user research informed your decisions. Use visuals for journey maps, wireframes, and prototypes.

• Highlight Collaboration: Explain how you worked with different teams and stakeholders.

• Demonstrate Impact: Quantify your achievements with metrics and explain the real-world impact on users and the organization. For government roles, focus on citizen satisfaction, accessibility improvements, and service efficiency.

• Address Accessibility: Explicitly detail how accessibility was considered and integrated throughout the project.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, a deep understanding of user-centred design principles, and the ability to apply these in a public sector context, particularly regarding accessibility and stakeholder management.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the DCCEEW NSW careers page.

• Resume and Cover Letter Customization: Tailor your resume (max 5 pages) to highlight experience in digital experience, CX, UI/UX, human-centred design, and leadership, using keywords from the job description. Your single-page cover letter should specifically address your interest in DCCEEW NSW and your suitability for this Manager, Digital Experience role, emphasizing your passion for public service and impact.

• Portfolio Preparation: Curate a portfolio that showcases 3-5 of your most impactful CX/UX projects. Ensure each case study clearly outlines the problem, your role, process, solutions, and quantifiable outcomes, with a strong emphasis on accessibility and user research. Be ready to present this confidently.

• Company and Role Research: Thoroughly research the Department of Climate Change, Energy, the Environment and Water (DCCEEW NSW), its mission, current initiatives, and the broader NSW Public Sector digital strategy. Understand how your role contributes to these objectives.

• Interview Practice: Prepare for potential interview questions by practicing your responses, especially for scenario-based and behavioural questions related to leadership, stakeholder management, and design strategy. Rehearse your portfolio presentation.

⚠️ 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.