Customer Experience Specialist

• Customer Experience Specialist, Crown Lands
• Ongoing Full Time Opportunity
• Office location – Newcastle/Dubbo or Nowra. Hybrid working supported.
• Salary relative to experience, ranges from $99,938 to $110,271 plus super

Join our team for a fantastic culture with dynamic collaboration and genuine long-term career support. We offer flexibility in work arrangements, diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.

If you’re an innovative thinker who sees every challenge as an opportunity to elevate the customer experience, this Customer Experience Specialist role will feel like home. We’re looking for someone who brings curiosity, courage, and a customer‑first mindset to everything they do. Someone who can zoom out to see the big picture, zoom in to refine the details, and confidently move ideas forward with autonomy and purpose.

You’ll be the engine behind exceptional customer experiences, using insight, data, and collaboration to shape how we serve our customers today—and how we evolve for tomorrow.

• →Deliver exceptional support — Resolve complex enquiries with professionalism, empathy, and a solutions‑focused approach.
• →Drive business improvement — Identify opportunities to streamline processes, enhance satisfaction, and lift operational performance.
• →Manage key partnerships — Build strong relationships across teams and ensure alignment with organisational goals.
• →Analyse customer insights — Turn feedback and data into meaningful recommendations that shape service improvements.
• →Coach and mentor — Support colleagues to deliver consistently high standards of service.
• →Provide expert advice — Guide stakeholders through complex matters with clarity and confidence.
• →Maintain accurate records — Ensure information is reliable, accessible, and ready to support decision‑making and compliance.

For more information, please visit the Role Description:  Customer Experience Specialist

You’re not just good with customers—you think like them. You’re energised by improvement, motivated by impact, and comfortable taking ownership of your work.

• Customer‑lens mindset — You instinctively see experiences from the customer’s perspective.
• Process improver — You spot inefficiencies and turn them into opportunities.
• Confident communicator — You present ideas clearly, share insights effectively, and bring people on the journey.
• Data‑driven — You use feedback and metrics to guide decisions and influence change.
• Collaborative partner — You work seamlessly with others and build trust with key stakeholders.
• Self‑starter — You take initiative, prioritise effectively, and move work forward without waiting to be asked.
• Future‑focused — You’re always thinking about what the next level of customer service looks like.

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities. 

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Should you require further information about the role please contact Annie Amundsen, Group Leader Customer Experience via annie.amundsen@crownland.nsw.gov.au  

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment. 

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process (including an alternate format of the application form), ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676​ - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn

Advertised: 23 Jun 2026 AUS Eastern Standard Time
Applications close: 07 Jul 2026 AUS Eastern Standard Time

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