Customer Experience Design Lead

4 days ago

Brisbane, Queensland, Australia Department of Customer Services, Open Data and Small and Family Business Full time $120,000 - $180,000 per year

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) 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.

Responsibilities
As the Customer Experience Design Lead, you will be responsible for managing and driving service design and discovery processes to support delivery of customercentric solutions across Digital Customer (Smart Service Queensland). To do this, you will:

  • Lead and manage the delivery of end-to-end service design initiatives to create business value and improve the customer experience based on customer research and best practice.
  • Practice inclusive and evidence-based decision making whilst leading crossfunctional teams through a human centered design process.
  • Conduct and analyse customer research from primary and secondary sources to produce reports, journey maps, personas, product visioning, and insightful recommendations.
  • Work within a cross-functional team to contribute to the agile delivery of new service patterns and digital product features from concept development through to successful delivery and implementation.
  • Lead service design projects through the development of user flow diagrams, service blueprints, wireframes, low fidelity prototypes, and microcopy to help shape digital experiences which are desirable, feasible, and viable.
  • Shape and use design patterns, components, and platform features to prototype and validate solutions.
  • Establish and maintain effective relationships with peers and stakeholders to build human-centered design and customer experience capabilities across Queensland Government to support the delivery of easier public services for Queenslanders.

Applications will remain current for 12 months.

Occupational group
Creative Services/Design

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