Lead Digital Communications Advisor

Lead Digital Communications Advisor

Clerk Grade: 9/10
Annual Salary Range: $129,464 - $142,665 plus superannuation
Employment Type: Temporary (until 27 August 2027), Full-time
Location: McKell Building, Sydney

About this role

This is a fantastic opportunity to join a high-performing website team. Play a part in shaping the customer journey for 8 million NSW customers who interact online with the NSW Government.

About the team

The Web Team works to improve online customer experiences for a diverse range of agencies within the NSW Department of Customer Service (DCS). We work in a fast-paced environment where we encourage enthusiasm to challenge the status quo and have a willingness to help others.

You will report to the Manager, Web Team and work closely with others, both in the Web Team and across agencies within DCS.

About the role

As Lead Advisor, you will provide strategic advice to key stakeholders on their aims, purpose and objectives for online content. You will play a key role in improving our online customer experience, so an understanding of enterprise Content Management Systems such as Squiz Matrix and Drupal is critical.

Responsibilities include:

• Content production – design/review content and HTML page layouts to ensure they are easy to read and understand and meet international accessibility standards.
• Customer journey mapping – using data and insights, understand how customers will find your content and interact with it.
• Analytics - analyse statistics and other data (e.g. Google Analytics) making recommendations to improve customer experience.
• Stakeholder management - consult and collaborate with stakeholders to understand their needs and unique challenges, to build engagement and facilitate a high performing communications culture.
• Project management – effectively plan and manage simultaneous projects within defined timeframes while being flexible and resilient in interactions with stakeholders.

It's also beneficial, but not mandatory to have knowledge in:
SEO - how to optimise content (on and off page) for improved search results.
An understanding of the NSW public sector.

What we need from you

An up-to-date CV and a brief cover letter outlining how your skills and experience align to the role.
Please note candidates invited to interview will be required to complete additional assessments.

Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation.

Click Here to access the Role Description.

For enquiries relating to recruitment please contact Meg Rapley via Meg.Rapley@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.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Tuesday 30 June 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 Meg.Rapley@customerservice.nsw.gov.au.

For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process