An AO8 Manager, Client & Employee Experience vacancy is available in the Workforce & Client Experience division of the Queensland Revenue Office.
Collaborating with business leaders, you will optimise organisational understanding of both client and employee needs, researching, designing and implementing initiatives to improve their experience, and measuring the impact of these initiatives.
The position is based in our Brisbane office with flexible work options available and access to professional growth pathways.
Key responsibilities
* Setting direction and priorities — reviewing experience insights, agreeing focus areas with your team, and keeping delivery aligned to QRO's client centric objectives.
* Turning insight into action — analysing client and employee feedback, commissioning or shaping research, and translating results into clear improvement initiatives.
* Advising with impact — briefing senior leaders with concise, evidence based advice to support sound, timely decisions on experience and service design.
* Leading delivery across the business — working with leaders and stakeholders to embed client and employee experience principles into everyday practices and projects.
* Building a trusted, capable team — coaching and mentoring experience specialists, reviewing work quality, and ensuring governance, records and reporting are strong and defensible.
Required qualifications
* Strong understanding of CX and EX principles, research methodologies, journey mapping, and related data analysis to effectively manage strategic organisational initiatives and drive client centric decision‐making.
* Excellent communication, interpersonal, and leadership skills to foster collaboration, provide guidance, and build strong relationships with stakeholders.
* Analytical mindset with the ability to make data‐driven decisions, identifying trends, evaluating risks, and recommending actionable strategies for improvement.
* Ability to lead the delivery of multiple tasks, to problem solve, to work collaboratively with cross‐functional teams, and prioritise effectively.
Queensland Treasury is committed to building an inclusive and diverse workforce that reflects the community we serve and treating all applicants equitably. We welcome applicants to share any health condition, disability, and/or cultural or linguistic background, so that we may make any necessary adjustments to enable them to participate equitably in the recruitment process.
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