Queensland Government13 followers364 jobs

Customer Experience Design Lead

Mid levelFull-timeHybridBrisbane QLD, AustraliaDesignProduct managementPosted 2 weeks ago
View your fit0 of 9 criteria met

About the job

The Customer Experience Design Lead position is all about enhancing the customer experience for the Digital Customer (Smart Service Queensland) team within the Department of Customer Services. This job plays a crucial role in leading service design initiatives that uplift the multichannel service offerings for the Queensland public. The team thrives on collaboration, creativity, and a human-centered approach to deliver simpler, connected services.

You'll be responsible for

🎨

Leading service design initiatives

Lead and manage end-to-end service design initiatives to create business value and improve the customer experience based on customer research and best practice.
🤝

Facilitating workshops

Design and facilitate customer and stakeholder workshops and co-design sessions to support human-centered service and product design.
🔍

Conducting customer research

Conduct and analyse customer research from primary and secondary sources as part of the service design process, producing reports, journey maps, personas, and insightful recommendations.

Skills you'll need

🛠️

Service design

Expertise in leading service design initiatives that enhance customer experiences.
📊

Customer research analysis

Ability to conduct and analyze customer research to inform design decisions.
🗣️

Workshop facilitation

Skill in designing and facilitating workshops for stakeholders and customers.
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Meet the team

About the company

View your fit

0 of 5 criteria met
Service design experience
Proven experience leading end-to-end service design initiatives.

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Customer research skills
Demonstrated ability to conduct and analyze customer research.

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Stakeholder engagement
Experience building relationships with peers and stakeholders.

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Design artefacts proficiency
Ability to deliver clear service design artefacts and documentation.

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Agile delivery experience
Experience contributing to agile service delivery and product features.

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