Team Leader, User Experience

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Government Services

**Salary**: $95,102 - $107,905

Occupation: Customer Service/Call Centre

Reference: VG/1817760

**About us**
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

**About the role**
The Team Leader, User Experience (UX) role sits within the WoVG Grants Centre Program Design and User Experience (PDUX) team. This team is responsible for delivering centralised program design, implementation, and evaluation for department programs and initiatives that drive outcomes for Victoria.

This role is responsible for leading a team of case managers working on various grants programs, ensuring effective program design and delivery, as well as providing day-to-day oversight of their work, and investigating complex and sensitive cases across the WoVG Grants Centre.

**About you**

To be considered for the role, you must be able to demonstrate:

- Strong written and verbal communication skills with a demonstrated ability to write communications that are concise and tailored to the audience.
- Demonstrated experience in developing effective working relationships with a range of internal and external stakeholders. Establishes and maintains effective partnerships with people across government and in external organisations.
- Demonstrated strong problem-solving abilities with a creative approach to resolving issues.
- Proven experience in building comprehensive reports from scratch using Power BI and other data sources, tracking trends, and developing innovative methods to improve the end-to-end customer journey for multiple stakeholders. Skilled in effectively presenting and discussing these reports in meetings.
- Demonstrates ability to support team members in achieving their goals and fostering development, while aligning people and tasks with business objectives to ensure efficiency and promote strong team dynamics through effective staff deployment, clear team role definition, and proactive workforce planning

**Desired Experience**
- Expertise or knowledge in the delivery and management of government grants programs.
- Experience in process mapping with a customer-centric lens would be highly advantageous.
- High level of experience using GEMS program management in Salesforce highly regarded.

**Key Accountabilities**
- Manage and lead a team of skilled case management officers, providing regular coaching, support, and oversight of program administration and delivery. Additionally, handle complex cases and make calls as needed, with experience in these areas being highly advantageous.
- Prepare and manage a wide range of materials, including reports, training materials, correspondence, and other communications to support senior management, executives, and relevant stakeholder and organisations.
- Collaborate with senior leaders, executives, and key stakeholders to provide feedback on grants programs regarding customer experience, engagement issues and risks
- Deliver a range of administrative tasks in a timely manner, including operational functions, data entry, data checking, proofreading, quality assurance, project tracking, and electronic record keeping and decision logs.
- Contribute to the UX component of program design ensuring that programs are designed to be user-centric and supported with a comprehensive escalation framework and underlying communications and processes.

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.
**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.