This pay rate is inclusive of mandatory 25% casual loading.
- Initial contract to start ASAP until 30/06/2025 with possible extension paying approx $1071/day.
- Brisbane CBD Location with flexibility to WFH 2 days per week.
Our client, a large complex Queensland Government Department, is currently seeking a Customer Experience Implementation Lead for an initial contract until 30/06/2025 with possible extension.
As the Customer Experience Implementation Lead, you will play a critical role in embedding customer experience (CX) principles across the department, driving transformative outcomes for both customers and staff while ensuring alignment with government priorities.
This role involves leading workshops and consultations with the Engagement Division to co-design frameworks, principles, and a roadmap for customer experience.
A key focus will be on engaging stakeholders to foster collaboration and alignment across the organisation.
Additionally, the position is responsible for establishing the foundational elements of a CX strategy that is grounded in best practices and positioned for successful implementation.
This is a unique opportunity to shape a transformative CX vision, enhance service delivery, and contribute to government priorities.
The CX Implementation Lead will be responsible for delivering key outputs and driving strategic initiatives that embed CX principles across the department.
Activities include: CX Framework and Principles Development: Design and formalise a robust CX Framework and guiding principles informed by stakeholder consultation and industry best practices.Facilitate workshops: Validate the framework and ensure alignment with organisational priorities and customer needs.Informed Consumer Research and Journey Activation: Leverage existing consumer research to activate and prioritise key initiatives, focusing on priority cohorts (e.g., First Nations, CALD, people with disabilities).
Analyse data to inform customer journey improvements and align initiatives with MPiVET program objectives and strategic goals.Stakeholder Engagement and Communications Plan: Develop and implement a detailed stakeholder engagement and communications plan to gain senior leadership buy-in and drive cross-departmental collaboration.
Act as the primary liaison between stakeholders, ensuring alignment of CX initiatives with organisational goals.Prioritisation and Delivery of Channel Initiatives: Define and prioritise new and existing channel opportunities, such as enhancing the SharePoint CX Hub for greater visibility and usability, consolidating research and artefacts into consumable content to drive business change.Knowledge Transfer and Training: Develop training modules and materials to upskill staff on CX principles, frameworks, and channel strategies.
Deliver workshops and knowledge-sharing sessions to ensure sustainability beyond the role's tenure.Governance and Reporting: Establish and implement governance processes to ensure ongoing alignment of CX initiatives with strategic goals.
Develop regular progress reports, including outcomes, insights, and recommendations for continuous improvement.The position requires an applicant with: CX Leadership Expertise: Proven experience in developing and implementing CX strategies, frameworks, and principles within a complex organisational structure.Stakeholder Engagement and Communication: Exceptional ability to engage with and influence senior stakeholders, including executives and cross-functional teams.
Strong communication and facilitation skills to lead workshops and consultations.Data-Driven Decision-Making: Strong analytical skills to interpret consumer research, customer journey data, and feedback to drive actionable insights.Project and Change Management: Experience in leading multi-stream projects, prioritising initiatives, and delivering outcomes within tight timeframes and budgets.Attributes: Results-driven and highly collaborative.
Strategic thinker with a practical, hands-on approach to implementation.
Adaptable to changing priorities and capable of working in a high-pressure environment.Documentation: Create comprehensive documentation for the CX Framework, principles, and prioritised initiatives, ensuring clarity and accessibility for internal stakeholders.Workshops and Training: Conduct workshops and training sessions to upskill internal staff on CX principles, tools, and processes.
Focus on embedding knowledge within relevant teams (e.g., channel owners, customer service teams).Collaborative Working: Partner with internal staff throughout the engagement period to ensure they are actively involved in the development and delivery of initiatives.
Facilitate co-design sessions to build internal capability.Handover Plan: Develop a detailed handover plan that outlines ongoing responsibilities, timelines, and governance structures.
Include recommendations for maintaining momentum and scaling CX initiatives post-project.To submit your application, in strict confidence, please submit your resume in Word Format using the appropriate link quoting reference 238292.
Should you require further information please email ******.
Your interest will be treated in the strictest of confidence.
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