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We’re seeking a senior-level Customer Experience (CX) Designer to support a government department in reviewing and reshaping how internal customer journey maps (physical service environments) and service standards are developed and applied across diverse operational areas.
You’ll play a pivotal role in reviewing existing documentation, validating current approaches, and establishing a best-practice framework for experience design. This includes defining clear customer touchpoints, developing supporting standards, and briefing an external agency for delivery and further research.
What You’ll Do:
* Audit, review and validate existing journey maps, internal standards, and related CX documentation.
* Develop or recommend a new structure or methodology for journey mapping that informs service standards
* Translate end-to-end customer journeys into actionable touchpoints, standards, and guidelines
* Collaborate on the development of a clear CX framework including journey blueprints and aligned standards for both current state and desired ‘future’ state.
* Ensure that journey maps and standards are linked to broader Departmental CX Strategy
What We’re Looking For:
* Demonstrated ability to work across complex, multi-modal service journeys
* Clear understanding of CX frameworks, journey mapping, blueprinting, and standards development.
* Ability to lead workshops, guide internal stakeholders, and coordinate input into
* Comfortable reviewing and consolidating scattered materials and recommending structure and process improvements.
* Strong communication, presentation, and collaboration skills.
The Details:
* Contract: 4 weeks full-time (with potential to extend for months)
* Start: ASAP (will wait for the right person)
* Location: Melbourne preferred, but open to candidates across Australia
* Work mode: Hybrid or remote
* Hours: 37.5 hours/week (5 days) Will consider 4 days.
How to apply:
* Online applications only (apply here)
* Please assist the process by not calling or emailing
* Only those with the requested experience will be contacted
* You must have full Australian working rights (no working holiday visas)
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Temporary
Job function
* Job function
Art/Creative, Design, and Project Management
* Industries
Government Administration
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