Customer Experience Design Officer
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You will play a crucial role in shaping the overall customer experience strategy and human-centred design program to deliver high-quality experiences across government.
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To achieve this, you will conduct research and analysis of customer data from various sources, providing valuable insights to inform service design and improvement.
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You will also prepare high-quality service design artefacts, including insights, process maps, journey mapping, service blueprints, and customer personas, to support service modernisation.
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As part of a multidisciplinary team, you will closely collaborate with user experience and user interface design experts to deliver customer-facing digital services.
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In addition, you will provide project management support by coordinating design sprints, planning workshops, setting project targets, timelines, documentation, and stakeholder engagement.
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You will also contribute to quantitative and qualitative research initiatives, exploring a deeper understanding of Queenslanders at scale.
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Establishing effective relationships with stakeholders is essential to deliver better public services for Queenslanders and build customer experience capabilities.
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The ideal candidate will have skills using design tools like Miro, Figma, Jira/Confluence, and familiarity with research tools such as Excel, SPSS, and Q Research Software.
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Furthermore, you will engage and manage vendors to deliver customer experience requirements for stakeholders and report on outcomes and performance.
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Applications remain current for 12 months.
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This work is licensed under a Creative Commons Attribution 3.0 Australia License.