Coordinator Cust Exp & Performance at myCareer - NSW Government

Mangrove Mountain, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

125719.0

Posted On

30 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Performance Analysis, Communication, MS Power BI, Salesforce, MS Excel, Analytical Skills, Proactive Approach, Collaboration, Adaptability, Learning Agility

Industry

Government Administration

Description

The State Insurance Regulatory Authority (SIRA) is looking for a CX ambassador to join our team! Role: Coordinator Customer Experience and Performance Grade: 7/8 , Salary range: $113,574 to $125,719+ super, commensurate with experience. Employment Type: Full‑time, temporary role for up to 12 months, with potential for extension. Location: Gosford (Mann Street) or Sydney (Elizabeth Street). Hybrid working available as per DCS flexible working policy, with a mix of in-office days (two days per week currently) and working from home. About the team This role is in the newly formed Customer Experience and Performance team within the Customer Support (CS) directorate of SIRA. Our team has been tasked to help drive the organisation wide adoption of SIRA’s CX framework, and to embed the voice of the customer in decision making to continuously improve our frontline services. This is a great opportunity to join a new team where everyone’s contribution is valued. Understand more about SIRA at https://www.sira.nsw.gov.au/ About the role To give you an idea of what’s involved in the role, below are some of the tasks that will be undertaken: Drive organisation-wide adoption of SIRA’s CX framework Sharing of frontline insights Conducting proactive and reactive information analysis to identify opportunities, solutions, and recommendations. Collaborate closely with our frontline teams and stakeholders providing information and support on projects. To be successful in this role you will demonstrate: A passion for CX. Excellent communication skills: Our team communicates in many different ways to diverse audiences. Experience with MS Power BI, Salesforce, and MS Excel: Our team analyses a lot of metrics so working knowledge of these applications is important. Strong analytical skills: You can effectively analyse information, identify key issues, and develop recommendations. A proactive and collaborative approach: You take initiative, contribute effectively to team discussions, and work collaboratively to achieve shared goals. Adaptability and a willingness to learn: You are comfortable working in a dynamic environment, adapting to changing priorities, and continuously learning new skills and knowledge. If you want to be part of this forward thinking, innovative team that thrive in challenging the status quo, we would love to hear from you! What we need from you: To start your journey towards becoming one of our Coordinator Cust Exp & Performance, please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages). In your cover letter please share your motivation for applying for this position and your relevant skills. Salary Grade 07/08 , with the base salary for this role starting at 113,574 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Sujatha Sankarankutty via Sujatha.sankarankutty@customerservice.nsw.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Wednesday, 8th April 2026 at 9:59am Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Sujatha.sankarankutty@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process

Responsibilities

The role involves driving organization-wide adoption of the State Insurance Regulatory Authority's (SIRA) Customer Experience (CX) framework and embedding the voice of the customer into decision-making processes. Key tasks include sharing frontline insights and conducting proactive and reactive information analysis to generate recommendations for service improvement.