Associate Director, Community Engagement

Associate Director, Community Engagement

Clerk Grade: 11/12

Annual Salary Range: $149,739 - $173,174 plus superannuation

Employment Type: Ongoing, Full-time

Location: Sydney CBD - close to Museum Station (hybrid). You'll be office-based a minimum of 5 days per fortnight for full-time roles, with the remaining days worked flexibly as agreed.

• IRO Engagement and Resolution Team Senior Leadership Team which forms the communication and intelligence loop

Shape how injured people experience and understand the system-and turn insight into action

Grade 11/12 | Independent Review Office (IRO) | Engagement and Resolution

This is a unique leadership role at the intersection of communications, engagement and system intelligence.

You will lead how IRO connects with injured people, stakeholders and the broader ecosystem across the NSW CTP and Workers Compensation schemes, ensuring information is accessible, clear and empowers informed participation.

About the role

You'll lead the organisation's engagement ecosystem from digital channels and content to outreach and stakeholder partnerships while building a powerful feedback and intelligence loop.

You will transform community insight, lived experience and engagement data into actionable intelligence that shapes service delivery, policy and regulatory response.

The role leads engagement channels and leverages data, analytics and user insights to improve access and inform decision‑making.

What you'll be responsible for

• Developing and delivering community engagement and communications strategies
• Leading digital channels, websites, publications and outreach programs
• Ensuring information is clear, accessible and customer‑centred
• Building a closed-loop intelligence model from engagement to action
• Identifying emerging community needs, trends and stakeholder insights
• Partnering across operations to ensure communications reflect real customer journeys
• Leading a high-performing team across engagement and communication disciplines

The role contributes to ecosystem intelligence by identifying emerging needs and stakeholder perspectives to inform organisational improvement.

About you

You are:

• A strategic leader in c ommunications, engagement or customer experience
• Experienced in complex, human services or regulatory environments
• Skilled in translating data and insight into action
• Passionate about accessibility, inclusion and clear communication
• A strong people leader who builds capability and drives outcomes

Why this role matters

• You'll directly improve how injured people access and understand support
• You'll shape a system-wide intelligence loop influencing real change
• You'll strengthen trust in public services and schemes

How to apply

1. Review the role description (linked as an attachment in this advertisement).
2. Submit your application via the job listing, including your resume and a brief cover letter outlining your relevant experience and why you're interested in the IRO.

Please note candidates invited to interview will be required to complete additional assessments.

Salary Grade 11/12, with the base salary for this role starting at $149,739 base plus superannuation

Click Here to access the Role Description .

For enquiries relating to recruitment please contact Meg Rapley via ***email_hidden***.

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: Friday 3 July 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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact ***email_hidden***.

For more information, please visit

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Information on adjustments available for the recruitment process