**Job Title:** Customer Experience Design Lead
This role offers an opportunity to lead service design projects from concept development through to successful delivery and implementation.
Key Responsibilities:
* Leading cross-functional teams through a human-centered design process to create business value and improve the customer experience based on customer research and best practice.
* Conducting and analyzing customer research from primary and secondary sources to produce reports, journey maps, personas, product visioning, and insightful recommendations.
* Developing user flow diagrams, service blueprints, wireframes, low-fidelity prototypes, and microcopy to help shape digital experiences that are desirable, feasible, and viable.
* Maintaining effective relationships with peers and stakeholders to build human-centered design and customer experience capabilities across Queensland Government.
Skill Requirements:
* Service design and delivery
* Human-centered design
* Cross-functional collaboration
* Customer research and analysis
Work Environment:
The role is part of the Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business. The team provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online.