Job Description

Senior Advisor, eDM

The Department of Customer Service
is looking for an experienced and customer-focused Senior Advisor, Electronic
Direct Mail (eDM) to join our Brand, Digital and Communications team.

In this role, you'll develop and
deliver customer communications that make a real difference to how people
engage with NSW Government services. You'll work closely with content
specialists and stakeholders to deliver targeted eDM campaigns that are timely,
relevant and effective.

Working in a fast-paced,
collaborative environment, you'll partner with stakeholders across the
organisation to deliver high-quality digital communications that support
government priorities while meeting customer needs. If you're passionate about
customer communications, enjoy working with data and insights, and thrive on
delivering measurable outcomes, we'd love to hear from you.

Benefits

• Fantastic 6-month Clerk Grade 9/10 opportunity
• Clerk Grade 9/10: $133,348 to $146,945 + superannuation and leave loading
• Flexible and hybrid working arrangements
• State-of-the-art offices
• Wellbeing programs and employee support services
• Ongoing learning and career development opportunities

About Us

This is an exciting opportunity to join the eDM team in the
Customer Marketing directorate.

The team plays a critical role in helping NSW Government
agencies connect with customers through clear, effective and customer-centred
communications. We support large-scale communication programs that inform,
engage and assist millions of people across NSW, using data and insights to
continually improve the customer experience.

Reporting to the Manager, eDM, you'll work alongside
communications, marketing, digital and customer experience professionals who
are committed to delivering meaningful outcomes for customers.

Your
responsibilities will include:

• Developing and delivering high-quality eDM communications that are customer-focused, accurate and aligned with organisational standards.
• Partnering with content specialists and stakeholders to develop customer-focused communications that drive engagement and support customer outcomes.
• Building trusted relationships with stakeholders across government, providing advice and guidance on customer communications, campaign planning and eDM best practice.
• Managing end-to-end campaign delivery, including briefing, production, testing, deployment and post-campaign analysis.
• Using eDM platforms to build, test and deliver campaigns, analyse performance and identify opportunities to improve customer engagement and outcomes.
• Supporting audience segmentation strategies to deliver more personalised and relevant customer communications.
• Collaborating with internal stakeholders, vendors and delivery teams to achieve project objectives and campaign deadlines.
• Providing expert advice on digital communication best practice, customer experience and eDM strategy.

About you

You're
an experienced eDM or customer communications professional who understands what
makes a campaign successful, from audience targeting and campaign planning
through to performance measurement and optimisation.

You'll
be comfortable managing competing priorities and guiding campaigns from brief
through to delivery and performance reporting.

You'll
bring:

• Experience managing digital communications, customer engagement or marketing campaigns in a large and complex organisation.
• Strong stakeholder management skills, with the ability to build trusted relationships, provide advice and influence outcomes across a diverse range of teams.
• A solid understanding of customer communication principles and the ability to recognise, challenge and improve content to ensure it is clear, customer-focused and fit for purpose.
• Experience overseeing end-to-end campaign delivery, coordinating contributors and managing timelines to achieve high-quality outcomes.
• Strong analytical and problem-solving skills, with the ability to translate data and insights into recommendations and continuous improvement opportunities.
• Strong digital and technology aptitude, with experience using marketing technology, digital engagement or customer communication platforms and the confidence to quickly learn new systems and tools.
• A customer-centric mindset, with an interest in personalisation, audience segmentation and improving the overall customer experience.
• The ability to remain organised, adaptable and focused in a fast-paced environment with competing priorities.

If you
enjoy working at the intersection of customer experience, digital
communications and stakeholder engagement, and you're motivated by delivering
campaigns that reach the right audience at the right time, we'd love to hear
from you.

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.

Closing Date: 10:00am Thursday 13th August 2026

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

Information
on some of the different types of disabilities

Information on adjustments
available for the recruitment process