customer experience design

Personnel Area: Customer Services

Branch: Library and Customer Services

Salary Range: AUD $116,089 to $128,453 plus superannuation

Work type: Temporary full-time

Duration: up to 12 months (extensions thereafter but not guaranteed)

Location: Brisbane Square

Our Business

Customer services and facilities help foster communities which are safe, healthy, active, vibrant and inclusive - now and into the future" This purpose unites our three branches (Cemeteries, Compliance and Regulatory Affairs & Library and Customer Services) as one group.

Our Branch

Brisbane City Council's Library and Customer Services Branch is committed to delivering exceptional customer service and experiences by continually enhancing experiences for the Brisbane community.

The Role

We are now accepting applications from talented and creative Customer Experience Designers to join our team. In this pivotal role, you will drive improvements in customer and employee interactions with Council services using human-centred and service design principles.

• Are you a curious and creative customer experience design specialist?
• Can you navigate complexity and change effectively to drive projects forward?
• Do you have exceptional customer and stakeholder engagement skills to build and nurture authentic and collaborative partnerships?

Bring your enthusiastic team spirit, your passion to make a difference and love of problem solving to this role to deliver a highly valued service to the community. You will relish tackling strategic, analytical, and creative challenges to identify issues, unite teams, and elevate experiences. By fostering a customer-centric culture and strengthening organisational capabilities in customer experience design, you will spearhead enhancements in overall experiences.

As the ideal candidate, you will excel at storytelling to simplify complex journeys and craft meaningful experiences for Brisbane residents. This role is hands-on, diverse, and engaging, requiring the ability to thrive in uncertainty and develop innovative solutions.

Within this role, you will:

• lead customer service design initiatives from start to finish,
• using human centred design principles to identify opportunities to enhance services
• analyse and interpret internal and external data to support data-driven decision-making
• document and communicate requirements and findings in a clear and accessible manner for diverse audiences, including community members
• support the development of Brisbane City Council's customer experience strategies and frameworks

The exceptional strengths and qualities you will bring to the role:

• proficiency in leading human-centred design projects to enhance service delivery and customer experience collaboratively
• experience in customer research methodologies and data visualisation tools
• demonstrated analytical and strategic skills
• a blend of empathy and curiosity to create compelling customer stories using data and journey mapping
• understanding of contemporary customer experience practices and service design analysis
• strong interpersonal skills for negotiation, influencing, and managing change sensitively
• excellent written and oral communication skills, including report writing and delivering presentations and workshops effectively
• tertiary qualifications in business highly regarded

How to apply: Click on the 'I'm interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

This role may require a Criminal History Check, or you may be required to undertake a pre-employment medical assessment to assess your ability to perform the genuine occupational requirements of the role.

For more information: Please call Jade Lee

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council's Diversity and Inclusion team.

Application Closing Date: Sunday 9th November 2025 at 11:55pm AEST.

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with 'Gold Employer' status from the Australian Workplace Equality Index for LGBTI inclusion.