Senior Insights Advisor

Senior Insights Advisor

Clerk Grade: 9/10

Annual Salary Range: $133,348 - $146,945 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 sit at the centre of decision-making and service delivery across NSW Government.

We help government understand what communities need, think, and experience – from detailed service interactions to broader community sentiment – and turn those insights into better decisions and better services.

You’ll join a passionate team of specialists, with expertise in research, insights, customer experience, and service design. Together, we deliver actionable insights and practical improvements that shape policy, investment, communications, and service delivery across the whole of NSW Government – including departments, agencies, Ministers and Cabinet.

About Have Your Say

Have Your Say is NSW Government’s central online engagement hub for public consultation, where communities can share their views on government projects, policies, services and reforms. It provides a single, statewide listing of all public consultations currently open for comment, ensuring transparency and enabling people to easily find and participate in engagement opportunities.

Your day-to-day

As a Senior Insights Advisor, Customer Insights (Have Your Say), you will play a prominent role in designing, executing and reporting on priority community consultation research projects through the NSW Government Have Your Say online engagement platform. You will ensure that insights from the public, including diverse voices across regional, metro, vulnerable and culturally diverse communities, directly inform NSW Government decision-making.

You will drive the end-to-end delivery of community consultation research, working closely with key stakeholders and specialised teams to ensure research is robust, inclusive, accessible and aligned with NSW Government standards. This includes strong expertise in community consultation methodologies, questionnaire design, data analysis, insights reporting and stakeholder engagement.

You will act as a strategic advisor across NSW Government, helping agencies scope consultation needs, design methodological approaches and deliver insights that shape policy, legislation, reform 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 best‑practice 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 plain‑English 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, we'd 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 $133,348 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: 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 on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.

For more information, please visit

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Information on adjustments available for the recruitment process