04683

Assistant Director, Digital Applications Team
Full-time Temporary with a Possibility of Permanency

Closes: 13 February 2026

Classification: Senior Officer Grade C
Salary: $127,597 - $136,873 plus superannuation
Position No: 04683
Directorate: City and Environment
Advertised (Gazettal date): 06 February 2026
Contact Officer: Nicole Wynants on Nicole.Wynants@act.gov.au or (02) 6207 9236

Details: Lead. Innovate. Resolve. Make a Difference.

Are you an experienced leader with a passion for resolving complex issues and improving customer experiences? Do you thrive in fast-paced environments where strategic thinking and stakeholder engagement are key? If so, Access Canberra is looking for you!

As the Assistant Director, Digital Applications Team, you will lead in a fast paced, solutions focused environment, managing high‑volume digital application processing, ensuring accuracy and timeliness, and driving continual improvement in digital workflows. The team plays a key role in supporting customer experience by resolving system issues, maintaining data integrity and improving processes to make interactions with government simpler and faster.

Why Join Us?

At Access Canberra, we’re committed to providing seamless and efficient services to the ACT community. This role offers:

  • A dynamic leadership opportunity to shape complaint resolution strategies and enhance service delivery.
  • A collaborative and supportive work culture where your expertise will be valued.
  • A chance to work on high-impact projects that contribute to regulatory excellence and community trust.
  • Flexible work arrangements in a hybrid environment that supports work-life balance.

What You’ll Do:

  • Lead the Digital Applications Team, providing strategic direction, coaching, and operational oversight.
  • Design and deliver streamlined resolution pathways that minimise delays and improve first‑touch outcomes
  • Foster strong stakeholder relationships, collaborating with regulatory teams, internal divisions, and external agencies.
  • Identify emerging issues and trends, using data and insights to inform decision-making.
  • Drive business improvements, ensuring that processes and technologies enhance efficiency and service quality.
  • Manage complex and sensitive complaints, offering expert guidance and support where needed.
  • Ensure the team operates within legislative frameworks, aligning with best practices and government priorities.

What We’re Looking For:

  • Proven leadership experience, with a track record of managing teams and driving high-performance cultures.
  • Strong problem-solving and decision-making skills, particularly in regulatory and customer focused environments.
  • Excellent communication and negotiation abilities, capable of engaging diverse stakeholders effectively.
  • The ability to adapt to change and manage competing priorities in a high-pressure environment.
  • A passion for improving processes and delivering customer-centric solutions.

Highly Desirable Skills:

  • Experience in regulatory environments and frameworks.
  • Hands-on expertise in customer service management and change management.
  • Strong ability to build meaningful data points and leverage data-driven insights to inform decision-making and improve service delivery.

Notes: This is a temporary position available immediately for a period of three months with the possibility of extension up to 12 months and/or permanency.

A merit pool will be established from this selection process and may be used to fill future vacancies over the next 12 months.

How to apply: To apply, please submit the following:

  • An up-to-date curriculum vitae.
  • A two-page pitch outlining your Skills, Experience, and Suitability for the role.
  • Contact details for at least two referees, including one current supervisor.
  • A short video (five minutes maximum) - this is an opportunity to sell yourself and demonstrate your communication skills. Your video should complement your written application and curriculum vitae – see helpful hints for making your video.

In your video you should:

  • Tell us who you are
  • What attracted you to this role in Access Canberra

Thinking about duties of the role you are applying for and the environment you will be working in, using the S.T.A.R method (Situation, Task, Action, Result) to answer the following question:

Describe a time you stepped into leadership of a new team as a senior leader. What strategies did you use to lift performance and build a positive culture?

Helpful hints for making your video:

How to create and submit your video

Helpful tips for making your video:

Read the Position Description/s carefully - try not to waste time talking about anything that isn’t relevant to the role.

  • Plan before you film
  • Write down what you want to say
  • Don’t recite your curriculum vitae or your written application – work off a script but don’t read it word for word
  • Use a different example to the ones used in your written application – try and use a recent example that is relatable to the position you are applying for
  • Think about what you will wear – make a good first impression
  • Practice, practice, practice
  • Choose a well-lit setting and reduce background noise, use an appropriate background, turn the volume up
  • Record it
  • Watch your video and get someone else to watch it too - re film or edit as necessary
  • Check the visual and audio quality of the final product and that you have saved in the correct format, and it is sharable/accessible
  • If you experience any difficulties in producing a video, please call the Contact Officer for advice.

Ready to lead, innovate, and make an impact? Apply now!

Applications should be submitted via the Apply Now button below.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

City and Environment

City and Environment Directorate was established on the 1 July 2025. This new directorate is an amalgamation of positions previously advertised under Environment, Planning and Sustainable Development Directorate and Transport Canberra and City Services Directorate.

#LI-DNI

Note

This is a temporary position available immediately for a period of three months with the possibility of extension up to 12 months and/or permanency.

Documents

Apply Now