design lead

Brisbane City Council's Library and Customer Services Branch is committed to delivering exceptional customer service and experiences by continually enhancing processes for the Brisbane community. We are now accepting applications from talented and creative Customer Experience Design Leads to join our team. In this pivotal role, you will drive improvements in customer and employee interactions with Council services using human-centred and service design principles. You will tackle strategic, analytical, and creative challenges to identify issues, unite teams, and elevate experiences. By fostering a customer-centric culture and strengthening organisational capabilities in customer experience design, you will spearhead enhancements in overall experiences. As the ideal candidate, you will excel at storytelling to simplify complex journeys and craft meaningful experiences for Brisbane residents. This role is hands-on, diverse, and engaging, requiring the ability to thrive in uncertainty and develop innovative solutions.

• lead service design initiatives from start to finish, working with cross-functional groups and using human centred design principles to identify opportunities to enhance services
• analyse and interpret internal and external data to support data-driven decision-making
• document and communicate requirements and findings in a clear and accessible manner for diverse audiences, including community members
• support the development of Brisbane City Council's customer experience strategies and frameworks
• assist in achieving Council's business goals, meeting community expectations, and delivering public value
• establish strong internal and external partnerships

• proficiency in leading human-centred design projects to enhance service delivery and customer experience collaboratively
• experience in customer research methodologies and data visualisation tools
• demonstrated analytical and strategic skills in evaluating processes, issues, and feedback
• a blend of empathy and curiosity to create compelling customer stories using data and journey mapping
• understanding of contemporary customer experience practices and service design analysis
• strong interpersonal skills for negotiation, influencing, and managing change sensitively
• excellent written and oral communication skills, including report writing and delivering presentations effectively
• tertiary qualifications in business highly regarded
• ability to contribute, provide feedback, and meet performance standards within a team setting

This role will require a Criminal History Check.

Click on the 'I'm interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

Please call Libby Watkins on 3178 0115

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council's Diversity and Inclusion team.

Application Closing Date: Tuesday 16 September 2025 at 11:55pm AEST.

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with 'Gold Employer' status from the Australian Workplace Equality Index for LGBTI inclusion.