Senior Change & Capability Partner
Clerk Grade 9/10 – Temporary up to 12 months
Independent Review Office (IRO)
Location: 1 Oxford Street Sydney (hybrid work options available)
About the role
The Independent Review Office (IRO) is seeking an experienced Senior Change & Capability to play a key role in shaping and delivering strategic transformation initiatives across the organisation. This role supports IRO’s ambition to be a highly customer‑centric, modern and effective regulator by driving customer, digital, people and capability‑led transformation.
Working closely with senior leaders and stakeholders, you will lead and contribute to transformation initiatives from early‑stage concept and design through to implementation and evaluation. A core focus of the role is uplifting organisational capability—embedding new ways of working, building confidence in change, and strengthening transformation, service design and customer‑centric skills across the business to ensure sustainable outcomes.
About us
The Independent Review Office (IRO) is an independent statutory body in NSW that helps injured workers and motor vehicle accident claimants resolve disputes with insurers and provides legal funding to support claimants through the claims process.
As part of the Department of Customer Service, the IRO is committed to integrity, independence and fairness. Our work makes a meaningful difference to people navigating complex and often challenging systems, and we are focused on continuous improvement, innovation and building the capability needed to deliver better outcomes for the community.
What you’ll do
In this role, you will:
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Lead and contribute to strategic transformation initiatives that improve customer outcomes, service delivery and business performance
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Embed capability uplift into transformation work by strengthening service design, change, customer insight and problem‑solving skills across teams
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Undertake qualitative and quantitative research to generate insights into user behaviour, needs and end‑to‑end customer experiences
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Design and facilitate workshops that challenge current ways of working and build capability in re‑imagining services, processes and operating models
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Develop ideas into prototypes, proof‑of‑concepts and scalable solutions that build confidence, ownership and capability across the organisation
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Build strong, collaborative relationships with internal and external stakeholders to support capability transfer and shared accountability for change
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Monitor and measure transformation and capability outcomes, providing insights to inform decision‑making and continuous improvement
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Contribute to the development and maturity of IRO’s transformation frameworks, tools and practices as a sustainable organisational asset
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Support consensus‑building, coach teams through change, and unblock complex issues while maintaining momentum and focus on outcomes
What we’re looking for
You will bring:
- Demonstrated experience leading or contributing to business, customer or digital transformation in complex environments
- Strong capability in service design, user research, business process improvement, change or transformation disciplines
- Experience uplifting capability through coaching, facilitation, knowledge sharing or embedded ways of working
- Proven ability to analyse complex problems and develop practical, customer‑focused and capability‑building solutions
- Strong stakeholder engagement skills, with the ability to influence, negotiate and build commitment to change
- A proactive, resilient and outcomes‑focused approach, with a commitment to continuous improvement and public value
Why join us?
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Be part of an organisation with a strong public purpose and meaningful community impact
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Shape both transformation outcomes and organisational capability to deliver sustainable change
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Flexible working arrangements and a supportive, collaborative team environment
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Access to learning, development and career opportunities across the NSW public sector
How to apply
To apply, please submit:
- Your resume (up to a maximum of 4 pages), and
- A brief cover letter (1–2 pages) outlining how your skills and experience align with this role.
Salary Grade 9/10, with the base salary for this role starting at $129464 base plus superannuation
For enquiries relating to recruitment please contact Tasha Bailey via
[email protected].
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, valid for 18 months, may be created for this position and used to fill future vacancies.
Closing Date: 09/06/2026 [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 protected].
For more information, please visit
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Information on adjustments available for the recruitment process
