Senior Insights Advisor

Senior Insights Advisor

Clerk Grade: 9/10

Annual Salary Range:$133348 - $146945 plus superannuation

Employment Type: Ongoing Full-time

Location:Sydney McKell Building or Gosford Mann Street

About the team

In Customer Insights & Experience(CIE) our focus is ensuring the voices of people communities and businesses sitat the centre of decision-making and service delivery across NSW Government.

We help government understand whatcommunities need think and experience from detailed service interactions tobroader community sentiment and turn those insights into better decisions andbetter services.

Youll join a passionate team ofspecialists with expertise in research insights customer experience andservice design. Together we deliver actionable insights and practicalimprovements that shape policy investment communications and servicedelivery across the whole of NSW Government including departments agenciesMinisters and Cabinet.

About Have Your Say

Have Your Say is NSW Governmentscentral online engagement hub for public consultation where communities canshare their views on government projects policies services and reforms. Itprovides a single statewide listing of all public consultations currently openfor comment ensuring transparency and enabling people to easily find andparticipate in engagement opportunities.

Your day-to-day

As a Senior Insights Advisor CustomerInsights (Have Your Say) you will play a prominent role in designingexecuting and reporting on priority community consultation research projectsthrough the NSW Government Have Your Say online engagement platform. You willensure that insights from the public including diverse voices across regionalmetro vulnerable and culturally diverse communities directly inform NSWGovernment decision-making.

You will drive the end-to-end deliveryof community consultation research working closely with key stakeholders andspecialised teams to ensure research is robust inclusive accessible andaligned with NSW Government standards. This includes strong expertise incommunity consultation methodologies questionnaire design data analysisinsights reporting and stakeholder engagement.

You will act as a strategic advisoracross NSW Government helping agencies scope consultation needs designmethodological approaches and deliver insights that shape policy legislationreform programs and service improvements.

In this role you will:

• Work as part of a team of insights specialists delivering high-quality community consultation research across a vast array of topics.
• Design manage and deliver priority community consultation projects on the NSW Government Have Your Say engagement platform including methodology development survey design analysis and insights reporting.
• Collaborate with key internal teams and external stakeholders to ensure consultations are delivered to a high-standard and address key objectives whilst meeting accessibility inclusivity and governance standards.
• Produce compelling actionable insights through visibly appealing reports and executive presentations that influence decision-making.
• Guide agencies on bestpractice consultation processes including how to publish promote and manage consultations on the Have Your Say platform.
• Ensure privacy data governance and ethical considerations are embedded in all consultation activities in line with NSW Government requirements.

To be successful in this role you will demonstrate:

• Experience delivering end-to-end quantitative and qualitative research projects and community consultations including questionnaire design.
• Strong data analysis and storytelling capability able to translate complex consultation data into meaningful and actionable insights for senior decision-makers.
• Demonstrated experience managing multiple research projects concurrently with high attention to quality accuracy and timeliness.
• Stakeholder engagement and consulting skills including working with senior executives policy leaders project teams and communications teams to scope design and deliver community consultation.
• Understand NSW Government consultation requirements and adherence to accessibility and plainEnglish standards.
• A commitment to community-centred decision-making and ensuring people across NSW have meaningful opportunities to participate in shaping government initiatives.
• Ability to work solo and collaboratively.
• Proficiency with Q Research Software.
• Proficiency in the Microsoft suite (PowerPoint Excel Word).
• Experience with Adobe InDesign is a bonus.
• Experience with online engagement platforms e.g. Social Pinpoint or EngagementHQ is a bonus.

How to Apply

If this opportunity interests you wed love to hear from you. Please submit your resume and a cover letter highlighting your skills experience and motivation for applying

Salary Grade 9/10 with the base salary for this role starting at $133348 base plus superannuation

Click Here to access the Role Description.

For enquiries relating to recruitment please contact Meg Rapley via

Visit the Capability Application Toolto 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: Monday 7 September 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 provide adjustments to the recruitment process for candidates including individuals with disability. If you require an adjustment during the recruitment process including alternate formats or have questions about the support available please contact Talent Operations onor .

For more information please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Required Experience:

Senior IC