Chief Customer

2 weeks ago

Brisbane, Australia Dean & Ling Executive Full time

Provide expert advice and lead strategically whilst being the "voice of the customer" internally in shaping outstanding outcomes for all stakeholders.

With 4.64 million people currently living in Queensland and more than 200,000 of those residents working in the construction sector, the Queensland Building and Construction Commission has an important task in serving their customers, contributing to the growth of the Queensland economy and regulating the industry. As a regulator that builds trust and confidence in all that they do, the QBCC is led by the Commissioner and governed by a Board consisting of skilled expert staff who work hard to meet the needs of industry participants and the community.
As a member of the Senior Leadership Team, the Chief Customer and Strategy Officer works closely with the Chief Executive Officer and Commissioner and colleagues, to collectively contribute and guide QBCC’s strategic direction, providing robust and influential advice and being The Voice of the Customer to strategically shape organisational outcomes. The role leads the Customer and Strategy division to deliver strategy and portfolio management; provide robust and influential data and customer insights across the portfolio; and provides pivotal communications and government relations functions.

**Key responsibilities will include**:
Provide executive leadership to the Board, Commissioner and colleagues to develop QBCC’s strategic vision, direction and culture.
Build enterprise capability to deliver strategic initiatives, including the QBCC’s Governance Review, providing expert advice, performance monitoring and program management services.
Drive continuous improvement and encourage the development of effective and innovative initiatives across the commission through business intelligence and customer insights.
Improve the experience of customers and stakeholders when dealing with QBCC and to provide risk-based, data-driven regulatory practice.
Lead the development and implementation of an enterprise business intelligence strategy to deliver analysis and insights on issues impacting the organisation and industry.
Champion the improvement of organisational performance through the analysis and sharing of business intelligence that enables innovation and improvement towards achieving strategic priorities.
Lead the communication functions to deliver innovative, proactive communication and media services by taking a strategic, enterprise view.
Develop and sustain relationships with relevant internal and external customers, stakeholders and organisations to develop policy positions, share intelligence and deliver complementary capacity building in priority areas.
Lead and strategically govern the Customer and Strategy Division to ensure the effective and accurate provision of services and inspire a workplace culture that empowers people to perform to their full potential.
You will possess exceptional leadership skills and can clearly develop and translate the Commission’s objectives, policies, plans to internal and external stakeholders. Your strong sense of judgement, strong business acumen and astute decision-making skills along with a strong service ethos are imperative to the success of this role.
You are an outstanding leader, who has analytical capacity, intuitive risk awareness and decisiveness to develop innovative strategies, plans and projects to achieve priorities within strict timeframes. It is a given that you will have exceptional interpersonal and communication skills along with relevant tertiary professional qualifications. Finally, it goes without saying that you will be skilled in inspiring individuals and teams in the pursuit of community excellence.

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