Principal Policy Officer, Innovation Lead – Transforming Feedback

Principal Policy Officer

• Employment Type: Full Time, Ongoing
• Join our Experience Team at the Ministry of Health and help transform how patients, carers, and communities experience care across NSW Health.
• We’re looking for someone who is curious, courageous, and committed to kindness in healthcare. If that sounds like you—we’d love to hear from you.

About the role

We are seeking a strategic and values-driven Principal Policy Officer to lead work at the forefront of system transformation—reimagining how feedback is heard, valued, and acted upon across one of the largest public health systems in the world.

This principal policy officer role sits at the intersection of innovation, systems thinking, and human-centred design. It will drive modernisation of feedback mechanisms and support a shift from transactional complaint handling to inclusive, proactive listening that improves safety, quality, and trust in care.

You’ll work closely with Local Health Districts and other partners to design policy, build capability, and embed consistent, compassionate approaches across the system.

For more information, please review the Role Description.

What you'll do

• Lead policy design and delivery of system-wide approaches to feedback and experience.
• Provide strategic and expert advice on consumer engagement and complaints modernisation.
• Drive capability-building initiatives and co-design with diverse stakeholders.
• Support implementation of the Elevating the Human Experience framework and contribute to strategic programs such as the Experience Playbook and HX Coaching.
• Collaborate with cross-sector partners, patient groups, and senior executives to create cultural and structural change.

Why join us?

• Help improve experiences of care for patients, families, carers, and staff.
• Work in a collaborative, passionate team with a shared purpose.
• Hybrid work model based in the vibrant St Leonards health precinct.
• Real influence on policy and practice across NSW.

How to apply
At The Ministry of Health, we want you to make the most of the opportunities you’ll get to grow your skills and your career, surrounded by authentic, smart people and leaders.

Please review the role description and submit your up-to-date resume (up to 5 pages) and cover letter (1-2 pages) explaining your interest and motivation in applying for this role and highlighting your relevant skills.

Use the link below to access our Capability Application tool, designed to help you excel in the recruitment process. Practice your responses with the example questions provided to effectively highlight your achievements and the strategies you used to accomplish them.

Capability application tool | NSW Public Service Commission

For role related queries or questions contact Anne Marie Hadley on AnneMarie.Hadley@health.nsw.gov.auand quote REQ589327.

If you do require any adjustments to the recruitment process during the recruitment process, please contact Lisa Byrne on lisa.byrne@health.nsw.gov.au

Closing Date: 11:59pm Thursday 31 July 2025 

Our commitment to diversity and inclusion

At the Ministry of Health, we are committed to creating a diverse, inclusive, and flexible environment which reflects the community and customers we serve. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ community and people from culturally and linguistically diverse backgrounds.

If you identify as Aboriginal or Torres Strait Islander and would like assistance with your application or to obtain more information on how to apply, please visit The Stepping Up Initiative.

To be eligible for employment in these roles you must be an Australian citizen, or a permanent resident, or a New Zealand citizen, or hold a valid visa with permission to work in Australia.