Cx Enablement Lead

**Job no**: 493686
**Work type**: Fixed Term - Full Time
**Location**: Brisbane CBD
**Categories**: Digital and Technology Group

**About WorkCover Queensland**

At WorkCover Queensland our vision is to be the best worker's compensation insurer, to make a positive difference to people's lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you're someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover.

**About the Opportunity - CX Enablement Lead | Fixed-Term Contract till June 2026**

As our CX Enablement Lead, you'll be at the heart of shaping how WorkCover builds a more customer-centric culture — helping teams across the business engage more meaningfully with customer experience, embed customer insights into their work, and deliver exceptional service. This is a newly dedicated role, part of a long-term strategy to uplift our customer capability and bring CX to the forefront of how we think, talk, and work.

This 12-month fixed term contract is for a late May or 1st July commencement through to end of June 2026. This is a rare opportunity to influence cultural change from the ground up. You'll build strong relationships, lead impactful workshops, and enable teams to have better customer conversations. While this role is fixed term, it plays a critical part in delivering on our 5-year CX roadmap — with strong potential to shape how we embed CX capability and culture across the organisation into the future.

You'll contribute to:

- Leading the design and delivery of customer service excellence and CX capability programs across the organisation
- Embedding CX frameworks, toolkits and governance that drive consistent, high-quality customer outcomes
- Building strong relationships quickly across diverse teams to influence, coach and co-design better experiences
- Championing the voice of the customer by embedding insights into service design, delivery and culture
- Helping shape a sustainable and scalable CX culture, aligned to our broader transformation goals

**A bit about you**:
You are an experienced and strategic customer experience (CX) professional with a passion for empowering teams and driving customer-centric change. You bring a deep understanding of human-centered design principles and have a proven track record of embedding CX frameworks into business processes across diverse teams.

With at least 5+ years of experience in CX, service design, or organisational change, you thrive in collaborative environments and excel at influencing stakeholders at all levels. You are a skilled facilitator and coach, able to translate complex CX concepts into practical, everyday tools and processes. You take a hands-on approach to building internal capabilities, developing training materials, and establishing governance to ensure consistent, high-quality CX execution.

You are comfortable working within matrixed organisations, bringing together product, digital, operations, and change teams to create customer-centric solutions. With a strong strategic mindset and practical focus, you balance long-term CX uplift with immediate, impactful wins. Your exceptional communication skills, coupled with a natural ability to build relationships and influence without authority, make you a key enabler of cultural and behavioural change, driving the adoption of CX principles throughout the organisation.

**A bit about us**:
At WorkCover Queensland, we're on a mission to embed customer centricity across everything we do — and we're investing in the capability, culture, and tools to make that happen. As part of our 5-year roadmap, we're focused on uplifting our organisation-wide customer experience maturity and ensuring our teams are equipped to deliver meaningful outcomes for Queenslanders.

You'll be joining a collaborative and purpose-driven team that values curiosity, inclusion, and continuous improvement. We work across business areas to turn insights into action, support behavioural change, and bring customer thinking into every conversation. With the support of strong executive sponsorship and a clear strategy, you'll help shape what CX looks like at WorkCover — now and into the future.

Working in a collaborative team environment within a supportive and engaged organisation, you'll enjoy a hybrid 5-in10 work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at Work