Principal Customer Experience
Vor 3 Tagen
- Close to Wynyard station with hybrid work arrangements (2-3 office days per week as standard)
- Join an important organisation-wide strategic project
About us
At the NSW Education Standards Authority (NESA), we’re dedicated to meaningful work with the NSW community to drive improvements to student achievement across NSW.
We accomplish this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards).
NESA is a unique organisation in NSW (of around 700 FTE staff) with significant state-wide impact. Visit our website to learn more about the important work we do.
About the role
The Principal Customer Experience (CX) Advisor is an exciting and challenging role reporting directly to our Deputy CEO. The Deputy Premier’s top priority is to reduce unnecessary workload for teachers so they can focus on their core work of teaching. NESA’s CX program is a strategic initiative that aims to enhance teachers' experiences when they engage with us as the education regulator, by working with teams across NESA to identify challenges and needs and develop evidence-based strategies to improve the teacher experience.
In this position you will collaborate widely across NESA, working closely with our CX Program Manager to engage divisional leaders, to design, and lead a comprehensive customer experience program and related projects aligned to NESA’s strategic goals and divisional workplans.
This is your opportunity to play a key role in identifying and prioritising areas for CX improvement, leading organisational CX capability development, organisation-wide CX planning, reporting, and benefits realisation.
About you
To be successful you will need experience in:
- providing expert advice on the design and implementation of CX work at whole of organisation and project level including planning, reporting and measuring effectiveness.
- advising senior leaders on best-practice CX approaches consistent with an organisation’s evolving strategies, plans, and priorities.
- partnering with team members to develop approaches to understand customer needs and identify strategic opportunities to address emerging CX issues.
- customer-centric decision-making in a complex organisation.
- building and maintaining collaborative internal and external networks/partnerships to harness and develop CX capabilities and draw upon external expertise when needed.
- negotiating and influencing stakeholders at all levels along with organisational skills to manage competing demands and deliver project outcomes.
- An organisation where your contribution has a big impact, and you collaborate directly with senior leaders
- An enviable CBD location (all modes of transport nearby, and excellent coffee and eateries) with refurbished offices
- Flexible working arrangements and generous leave entitlements
- Access to discounted health and fitness memberships via Fitness Passport, an employee assistance program and annual flu vaccinations
- Salary packaging options
- Working in a purpose driven and ethical organisation with committed colleagues
Ready to join us?
Applications close: Sunday 14 July at 11.59pm AEST
Thank you for your interest, we look forward to receiving your application.
We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with a disability, people of all ages, genders, cultural and linguistic backgrounds, the LGBTQIA+ community, veterans and refugees.
Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.
A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles.
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