Manager, Customer Experience

1 week ago

Brisbane, Queensland, Australia Queensland Government Full time

**As our Manager, Customer Experience, you will:

- Manage the development and implementation of customer experience (CX) strategies, systems, and research to better understand customer needs, behaviours, and pain points.
- Guide the design, refinement, and optimisation of end-to-end customer journeys across all channels, with a focus on delivering seamless and consistent positive experiences.
- Manage the day-to-day operations of the Eradication Support Team - the Program's customer contact centre - and a small team of office-based CX professionals, ensuring high-quality, responsive customer support.
- Drive best-in-class tools and technology, including managed voice services, customer relationship management platforms, knowledge management systems, scripting tools, artificial intelligence, and live chat, to improve service delivery.
- Lead, develop and maintain frameworks for capturing and analysing customer feedback, concerns, and insights.
- Use data and metrics to inform decision-making, track satisfaction levels, and identify strategic improvement opportunities.
- Champion a customer-first mindset throughout the Program, leading by example and promoting customer empathy in all areas of operation to ensure a unified approach to customer experience.
- Stay abreast of industry trends and innovations to drive and continuously evolve CX practices and service delivery standards.

Why join the department? (benefits)
The work we do is widespread and varied, but our people are united by an innate sense of purpose, and a passion to serve their fellow Queenslanders. Our people are talented, down-to-earth and resilient, and the work they do every day fills them with gratification and pride. This is what keeps them coming back.

Here are some other reasons why our people choose us:

- Have visible impact in your community, and directly contribute to making Queensland a better place to live.
- Flexible working options that encourage a healthy work-life balance.
- Salary sacrificing options and competitive superannuation.
- A variety of fantastic leave benefits, supported across the broader Queensland public sector.
- Access to confidential and free counselling for you and your immediate family members through our Employee Assistance Program.
- We are committed to preventing violence against women and are proud to be a White Ribbon accredited workplace.

Join us and help preserve and protect Queensland's biosecurity.

Applications to remain current for 12 months.

Job Ad Reference: QLD/653754/25

Closing Date: Monday, 25 August 2025
This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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