Overview
Customer Experience Research & Design Officer role at Children's Health Queensland Hospital and Health Service. The Digital Customer (Smart Service Queensland) team provides digitally enabled government services across phone, counter and online channels, bringing together technology, development, products, design, engagement, and operations to deliver simpler connected services.
Responsibilities
- Support the overall customer experience strategy and human-centred design program to design high-quality customer experiences across government.
- Apply specialist skills and knowledge of human-centred design practices to define target customer personas, identify customer needs and opportunities to improve customer services, channels and products, and co-design innovative solutions with customers and stakeholders.
- Conduct customer research and analyse/interprete customer data from different sources across channels, providing insights to inform the design and continuous improvement of customer services.
- Prepare high-quality service design artefacts including insights, current and future state process and journey maps, service blueprints, and customer personas to support service modernisation.
- Collaborate as part of a multidisciplinary team, including user experience and user interface design for customer-facing digital services.
- Provide project management support by coordinating design sprints, including planning workshops, targets, timelines, documentation, and stakeholder engagement.
- Contribute to/support quantitative and qualitative research initiatives conducted by the team to understand Queenslanders at scale.
- Establish and maintain effective relationships with stakeholders to deliver better public services for Queenslanders and build customer experience capabilities.
- Utilise design tools such as Miro, Figma, Jira/Confluence, and research tools such as Excel, SPSS, Q Research Software.
- Engage, partner and manage vendors to deliver customer experience requirements for stakeholders and report on outcomes and performance.
Qualifications & Skills
- Experience with human-centred design practices and service design artefacts (personas, journey maps, service blueprints).
- Robust ability to analyse customer data and translate insights into actionable design improvements.
- Proficiency with design and research tools (e.g., Miro, Figma, Jira/Confluence; Excel, SPSS or similar).
- Experience working in cross-functional, multidisciplinary teams and managing stakeholder relationships.
Employment details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Research, Analyst, and Information Technology
- Industry: Hospitals and Health Care
Additional notes
Applications will remain current for 12 months. The role falls under the Occupational group: Administration. Referrals increase your chances of interviewing.
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📌 Customer Experience Research & Design Officer
🏢 Children's Health Queensland Hospital and Health Service
📍 Brisbane