Service Improvement Lead

$101,257 to $120,255
- Ongoing, full-time
- Gardens Point

**Who are we looking for?**

Queensland University of Technology (QUT) is seeking a Service Improvement Lead to join, Administrative Division.

The Service Improvement Lead plays a key role in the continual improvement of the customer services technology solutions and processes that underpin Student Engagement services. In doing so the Service Improvement Lead enables the delivery of outstanding customer and employee experience. The role will be responsible for ensuring that the service technology solutions offer; service agility and simplicity to ensure a positive end-to-end customer and employee journey that adhere to QUT’s enterprise-wide architecture vision and design requirements. This position reports to the Manager, Service Improvement & Student Engagement for supervision, workload management and for Performance Planning and Review (PPR).

**Real world impact**

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

The Student Services and Wellbeing portfolio leads the university-wide strategy and coordination of all non-academic matters related to the student experience. The portfolio of Student Services and Wellbeing delivers a range of services across the student life cycle, as well as providing advice and leadership to the university on a broad range of student and staff matters, including social justice and public policy.

Student Services and Wellbeing consists of the following departments: Student Administration, Student Engagement, Equity, Student Services and Health, Safety & Environment (HSE). The portfolio also has strong links to and works closely with QUT’s Oodgeroo Unit and Human Resources.

Student Services and Wellbeing aspires to be a collaborative, distinctive and innovative department that makes a real and positive difference to students, from pre-tertiary to graduation and beyond. The portfolio is focused on delivering services to support the university’s commitment to an exceptional student experience, leading to positive outcomes in success, retention and completion. This includes developing a campus culture which is inclusive, safe, and respectful for all students and staff.

Student Engagement provides the essential services for students that enable transformational experiences empowering our students to achieve their professional and personal goals. Student Engagement comprises of HiQ Contact Centre and Service Points, Future Student & Conversion, Engagement teams, and Sport. HiQ is the university’s contact point for members of the public, staff, prospective and current student enquiries and support services. Services to students and staff include general information, IT support, Library, and student administration. Engagement with future students and their orientation to the QUT student experience is a core focus of Student Engagement. The Engagement team is responsible for delivering co-curricular programs that further build QUT’s sense of community and support students to develop their professional identity, networks, and employability. QUT sport has strategic and operational oversight of sport activities and programs at QUT.

**What you need to succeed**

To thrive in this role, you will be proactive and dependable, with a desire to make a positive impact on the experience of our students.

You will demonstrate:

- Education, training and/or relevant experience equivalent to a postgraduate qualification together with extensive experience leading technology solution improvement initiatives.
- Proven experience establishing positive working relationships with management and partners and working with stakeholders to identify service technology requirements; create technology improvement strategies and roadmaps; and deliver funding business cases.
- Strong business acumen supported by proven analytical, evaluation and research skills.
- Proven experience in advising on technology solutions to improve customer and employee experience, including automated service solutions such as the use of Artificial Intelligence and Machine Learning.
- Experience in working with project teams involved in the delivery and implementation of broad based, complex technology projects that balance the requirements of performance, security, and user functionality/friendliness.
- Well-developed interpersonal, negotiation and communication skills, including the ability to inspire employees and influence internal clients and external organisations in delivering high quality business solutions.
- Proven experience in the use of agile proof of concept processes.