Marketing and Communications
Marketing and Communication (M&C) is the central marketing and communication service at The University of Queensland. The team is responsible for the University’s central marketing strategy, strategic communication, publications, design, media management, brand management, advertising, and corporate and student recruitment events.
M&C has responsibilities across the span of the University’s campuses and operations, nationally and internationally. We work closely with executive staff, senior staff and marketing and communication staff. Career progression and staff development are key elements of our work environment. We reward and recognise high performance and achievement.
The University of Queensland (UQ) is significantly investing in a best practice digital Customer Experience transformation program. The aim of the program is to enhance the University position, relationships and reputation with its various stakeholder groups through high quality marketing and communications strategies.
The CX Program is a joint partnership with Information Technology Services (ITS) and Marketing and Communication (M&C) and aims to deliver a host of benefits to UQ through the provision of strategy, performance measures, technology platforms, policies and processes to enable an enterprise wide, coordinated personalised engagement experience for all UQ’s key stakeholder groups.
The tangible benefits of the program can be broken down into three main categories:
Uplift in stakeholder experience
Increased effectiveness of marketing and communications
Streamlined operations
More information about Marketing and Communication can be found at *****
About This Opportunity
As the Customer Experience manager, you will join the Customer Experience and Digital team. The role will be responsible for supporting the development of the Customer Experience strategy, research and human centred design practice and coordinating the implementation of CX across all stakeholder groups.
This position is located at our Toowong office location on High Street, just minutes from the CBD and walking distance from public transport.
Our Ideal Candidate
As the ideal candidate, you will have significant experience in a similar role, with recent experience supervising a team. As well as having worked in large and complex organisations with multiple stakeholders, you will have strong stakeholder management skills, and experience managing project work and business as usual at the same time.
Key Experience:
Extensive experience in the research, design and implementation of strategic Customer Experience plans to support business goals deploying user-centred design principles.
Experience in market research
Experience with qualitative and quantitative research
Extensive experience in formulating and managing budgets, allocating resources and managing key external relationships to deliver effectiveness and efficiency savings.
Outstanding leadership, communication, interpersonal, influencing and negotiation skills including political acumen and a strong ability to work effectively across formal structural boundaries.
High level analytical and conceptual skills to deliver solutions to complex strategic and business issues.
Demonstrated ability to develop innovative, creative programs and solutions using multiple forms of communications to achieve strategic objectives.
You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment.
We value diversity and inclusion, and actively encourage applications from those who bring diversity to the University. Our Diversity and Inclusion webpagecontains further information if you require additional support. Accessibility requirements and/or adjustments can be directed ********** .
What We Can Offer
This is a full-time, continuing position at HEW level 9.
The full-time equivalent base salary will be in the range $117, 548 - $124,391, plus super up to 17%. The total FTE package will be in the range $137,531 - $145,537.
You will be able to take advantage of UQ Sport Facilities, recreation leave loading (of 17.5%), salary sacrificing options, on-campus childcare, discounted private health insurance, affordable parking,development programs and many other benefits.
For further information, please review The University of Queensland's Enterprise Bargaining Agreement 2018-2021 .
Position Description
506884_Customer Experience Manager_PD.pdf
Questions?
To discuss this role please contact Jeremy Medina, Head of Marketing, CX and Digital at **********
For application queries, please contact ********** stating the job number in the subject line.
Want to Apply?
To submit an application for this role, use theAPPLY NOWbutton below. All applicants must supply the following documents:
Cover letter addressing key selection criteria
Resume
To satisfy pre-requisite questions and ensure your application can be considered in full, all candidates must apply via the UQCareers portal by the job closing deadline. Applications received via other channels including direct email will not be accepted.
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