Customer Experience Implementation Lead

This pay rate is inclusive of mandatory 25% casual loading
- Inital 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, are 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 within 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.
- Inital 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, are 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 within 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 Engagement Division advances the department's strategic objectives and increases economic readiness by fostering a culture of engagement with the community. They do this by connecting key stakeholder groups to the programs and tools they need to invest in themselves and their future, engage and participate in the economy and employ and respond to change. Engagement is comprised of Customer Channels, and Regional Service Delivery.

**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 o Design and formalise a robust CX Framework and guiding principles informed by stakeholder consultation and industry best practices.
- Facilitate workshops to 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).o Analyse data to inform customer journey improvements and align initiatives with MPiVET program objectives and strategic goals.
- Stakeholder Engagement and Communications Plan o Develop and implement a detailed stakeholder engagement and communications plan to gain senior leadership buy-in and drive cross-departmental collaboration. o Act as the primary liaison between stakeholders, ensuring alignment of CX initiatives with organisational goals.
- Prioritisation and Delivery of Channel Initiatives o 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.
- Researching and planning new channel strategies, including digital and in-person touchpoints.
- Knowledge Transfer and Training o Develop training modules and materials to upskill staff on CX principles, frameworks, and channel strategies. o Deliver workshops and knowledge-sharing sessions to ensure sustainability beyond the role's tenure.
- Governance and Reporting o 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**:**