Customer Experience Research

4 days ago

Brisbane, Queensland, Australia Queensland Government Full time $90,000 - $120,000 per year

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

As The Customer Experience Design Officer, You Will

  • Support the overall customer experience strategy, human-centred design program to design high-quality customer experiences across government.
  • Apply specialist skills and knowledge of human-centred design practices to define target customer personas, identify customer needs and opportunities to improve customer services and customer channels and products, and co-design innovative solutions with customers and stakeholders.
  • Conduct customer research and analyse and interpret customer data from different sources across channels, providing insights to inform the design and continuous improvement of customer services.
  • Prepare high quality service design artefacts including, insights, current and future state process and journey mapping, service blueprints, and customer personas, to support service modernisation.
  • Closely collaborate as part of a multidisciplinary team, including user experience and user interface design customer-facing digital services.
  • Provide project management support by coordinating the development and delivery of design sprints, including planning workshops project targets, timelines, documentation, and stakeholder engagement.
  • Contribute to/support quantitative and qualitative research initiatives conducted by the team exploring a broader understanding of Queenslanders at scale.
  • Establish and maintain effective relationships with stakeholders to support the delivery of better public services for Queenslanders and build customer experience capabilities.
  • Have skills using design tools such as Miro, Figma, Jira/Confluence, and familiarity with research tools such as Excel, SPSS, Q Research Software.
  • Engage, partner and manage vendors to deliver customer experience requirements for stakeholders and report on outcomes and performance.

Applications will remain current for 12 months.

Occupational group
Administration

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