First Nations Customer Experience Specialist

6 months ago

Brisbane, Australia WorkCover Queensland Full time

**Job no**: 493288

**Work type**: Fixed Term - Full Time

**Location**: Brisbane CBD

**Categories**: Digital and Technology Group

**First Nations Customer Experience Specialist (Indigenous Identified) - 12 Month Fixed-Term Contract**

This is an Indigenous Identified position. WorkCover Queensland recognises that being of Aboriginal and/or Torres Strait Islander descent is a genuine occupational requirement for this position, as outlined in s25 of the Anti-Discriminations Act 1991 (Qld).

**About WorkCover Queensland**

At WorkCover Queensland, our vision is to be the best worker’s compensation insurer, to make a positive difference to people’s lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you’re someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover_._

We are committed to building a safe and respectful workplace, celebrating differences and where all of our people feel included. Through our Diversity Council Australia membership, Reflect Reconciliation Action Plan, Age and Work Strategy and profile as a Work180 Endorsed Employer for Women, we continue to strive to do better for all of our people, and the Queensland community.

**About the Role**

At WorkCover Queensland, we're dedicated to advancing First Nations initiatives. We actively seek engagement in co-designing, planning, developing, and monitoring our First Nations Strategy. Our mission is to enhance the delivery of our services, prioritising quality outcomes through collaborative engagement with our customers, our stakeholder groups, and the community, and championing culturally sensitive responses. We strive to support and contribute to a space where Aboriginal and Torres Strait Islander peoples feel valued and respected, have access to opportunities and resources and can contribute their perspectives and talents to the Queensland community.

Our vision is to support reconciliation by empowering businesses and inspiring careers, and this will be achieved through the delivery of our First Nations Strategy which is currently in development. In the spirit of self-determination this strategy will be developed in consultation with, and delivered by, Aboriginal and Torres Strait Islander peoples employed in Identified positions within WorkCover.

The role of First Nations Customer Experience Specialist (Indigenous Identified) supports our unified reconciliation vision by leading the development of a customer experience (CX) strategy for First Nations customers. You will define, champion and facilitate the implementation of changes to ensure our First Nations customers have culturally safe, and sensitive experiences that will result in quality outcomes for our customers. This role will be engaged as a 12-month fixed-term contract.

**You’ll also contribute to**:

- Partnering with the leadership team and key stakeholders within the business to develop and implement a CX strategy for First Nations customers.
- Actively undertake research and analysis of First Nations customer experiences.
- Identifying and facilitating the co-design and implementation of improvement strategies and initiatives.
- Embedding and championing First Nations customer research and design practices, while maintaining customer experience artefacts and personas.

**A Bit About You**:

- Hold tertiary qualifications and a demonstrated track record in business, design, and interactive technologies, social science (research), or similar field is highly desired
- An excellent understanding of Aboriginal and Torres Strait Islander cultures, including the ability to communicate effectively and respectfully.
- An ability to leverage lived experiences to effectively guide and shape cultural capability, design and delivery of programs and initiatives.
- Strong written and verbal communication skills, including presentation skills, to design and deliver content to engage differing audiences, with clarity and resonance.

As an identified position, part of this role will involve significant interaction with Aboriginal and Torres Strait Islander communities and their representatives across Queensland. Applicants will need to demonstrate a knowledge and understanding of Aboriginal and Torres Strait Islander society.

This role will be engaged as a **12-month fixed-term contract**. For further details, please refer to the position description: First Nations Customer Experience Specialist (Indigenous Identified) - Position Description.pdf

**About the Team**

Being part of the Experience, Insights and Design team within Digital and Technology Group, we're not just shaping the customer and

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