CX Designer

An exciting opportunity has arisen for a Principal Customer Experience Designer to join a forward-thinking public sector organisation based in Brisbane. This role offers the chance to shape and enhance customer journeys across critical areas such as revenue, fines, and penalty debt, directly impacting the economic and social wellbeing of Queenslanders. You will be at the forefront of designing meaningful experiences that support strategic objectives, working closely with stakeholders from across the business to identify opportunities for improvement and lead co-design initiatives. The organisation is committed to delivering trusted administration and excellent client service, making this an ideal environment for someone passionate about human-centred design and collaborative problem-solving. Flexible full-time arrangements are available, supporting your work-life balance while you contribute to projects that matter. * Play a pivotal role in transforming customer experiences within a respected public sector organisation focused on community impact and service excellence. * Enjoy flexible working opportunities that support your personal commitments while enabling you to deliver high-quality outcomes. * Collaborate with knowledgeable teams and supportive leadership who value your expertise in human-centred design and stakeholder engagement.

What You'll Do
As a Principal Customer Experience Designer, you will immerse yourself in understanding the needs of customers through rigorous research methods. Your day-to-day activities will involve synthesising data into actionable insights, crafting detailed personas and journey maps that inform every stage of the design process. You will facilitate collaborative workshops where ideas are shared openly, guiding participants through co-design exercises that result in practical prototypes ready for testing. By working hand-in-hand with business stakeholders, you will ensure that every solution is not only innovative but also strategically aligned with broader organisational objectives. Your ability to communicate complex concepts visually will empower decision-makers at all levels to understand the value of proposed changes. Success in this role means consistently advocating for the customer voice while balancing governance requirements and driving continuous improvement across all service touchpoints.

• Conduct comprehensive quantitative and qualitative research to frame, validate or challenge hypotheses and uncover key customer insights.
• Translate research findings into personas, customer journeys, system maps, stories, and scenarios that reflect diverse customer segments.
• Design and facilitate engaging workshops with customers and stakeholders, leading co-design sessions, user prototyping, and testing activities.
• Transform innovative ideas into tangible products or services by partnering with business stakeholders throughout the development process.
• Work closely with internal partners to ensure new product and service designs are strategically aligned with organisational goals and deliver measurable value.
• Develop creative solutions that address complex challenges faced by customers, ensuring their needs remain central to all design decisions.
• Identify opportunities to create business value by improving user experiences across multiple touchpoints within the organisation's remit.
• Produce visually compelling artefacts that clearly communicate opportunities, concepts, and recommendations to senior stakeholders and executive teams.
• Champion best practice governance by maintaining high standards of risk management throughout the design lifecycle.

What You Bring
To excel as a Principal Customer Experience Designer, you will bring a wealth of hands-on experience from roles focused on enhancing user journeys through thoughtful research and empathetic design practices. Your interpersonal skills will allow you to build trust quickly with both internal teams and external stakeholders, ensuring everyone feels heard during collaborative sessions. You will have honed your ability to translate complex data into accessible visual formats that drive informed decision-making at all levels of the organisation. Your familiarity with digital collaboration platforms enables seamless facilitation of remote or in-person workshops. A commitment to professional integrity underpins your approach to governance and risk management throughout each project phase. Above all, your passion for creating positive change through human-centred solutions will inspire those around you while delivering lasting improvements for customers.

• Demonstrated industry experience in customer experience, service design, user experience design or a related field is highly regarded for this position.
• Exceptional verbal and written communication skills are essential for effectively conveying ideas and collaborating with colleagues at all levels.
• A proven ability to solve complex problems using structured methodologies ensures you can adapt quickly to evolving situations.
• Outstanding stakeholder engagement skills enable you to foster strong relationships and achieve consensus among diverse groups.
• Experience using collaborative design tools such as Figma, Miro, Jira, and Confluence is required for facilitating workshops and managing project workflows.
• A track record of successfully leading co-design initiatives demonstrates your capacity for inclusive teamwork and shared ownership of outcomes.
• The ability to create visually compelling artefacts supports clear communication of opportunities to both technical and non-technical audiences.
• Familiarity with governance frameworks ensures your work maintains high standards of practice regarding risk management.
• Relevant qualifications in design or a related discipline are highly regarded but not mandatory; practical experience is equally valued.

What Sets This Company Apart
This public sector organisation stands out for its unwavering commitment to supporting Queensland's economic recovery priorities while fostering social wellbeing through best-practice administration. Employees benefit from a culture rooted in collaboration, transparency, and mutual respect—where every team member's contribution is valued. The workplace offers flexible full-time arrangements designed to accommodate individual needs without compromising on quality or impact. Staff enjoy access to ongoing training opportunities that encourage professional growth alongside knowledgeable colleagues who share a genuine dedication to public service. Supportive leadership ensures open lines of communication so you can thrive personally as well as professionally. By joining this team, you become part of an inclusive network dedicated not only to operational excellence but also to making a real difference in people's lives across Queensland.

What's Next
If you are enthusiastic about shaping exceptional customer experiences within a purpose-driven environment, this is your chance to make an impact—apply now

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply, please click "Apply" or contact Ryan McCarthy on or for a confidential discussion.