Principal Customer Experience Advisor

4 days ago

Brisbane, Queensland, Australia National Injury Insurance Agency Queensland Full time

The National Injury Insurance Scheme, Queensland (NIISQ) provides eligible people who sustain a serious personal injury in a motor vehicle accident in Queensland with appropriate treatment, care and support, irrespective of fault, in some cases for their lifetime. Our Agency purpose is empowering participants to live their best lives. We offer you a collaborative and inclusive team culture, modern and innovative office space, hybrid and flexible work options, a thriving social club, generous employer super, leave and salary packaging benefits.
Your key responsibilities
- Lead experience research with participants, employees and other stakeholders using quantitative and qualitative research methods to uncover insights and inform decision making, service and communication design in the NIISQ Agency.
- Provide high level strategic advice to senior management and internal and external stakeholders on the NIISQ Agency's services and communication design.
- Determine potential projects and initiatives in experience design and make strategic recommendations on actions and priorities, including expected outcomes and benefits.
- Synthesise and visualise insights through reports, presentations, personas, user journeys, experience maps, prototypes and creative concepts
- Make concepts tangible through storytelling and rapid prototyping methods, ranging from paper sketching to digital prototyping (for example wireframes, click-throughs, interactive prototypes)
- Validate solutions using the most appropriate usability testing techniques and methodologies.
- Champion and coach the NIISQ Agency in experience and human-centred design methods
- Work closely with innovation and delivery teams to ensure solutions are implemented in line with research and testing insights.
- Procure and manage contractors and suppliers
- Actively engage in a team environment, support team members and be a part of a positive culture.

Please refer to the role description for more information about this new and exciting opportunity to join us.
Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar), which may include employment on a temporary basis up to six months (full time or part time).
**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
Please note any documents attached to Smart Jobs should be in Microsoft Word or PDF format. Please do not upload zipped files.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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