Overview
Customer Experience Design Lead Jobs in Brisbane, Queensland, Australia at Queensland Government
Title: Customer Experience Design Lead
Company: Queensland Government
Location: Brisbane, Queensland, Australia
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, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.
As the Customer Experience Design Lead, you will be responsible for the design of the end-to-end service experience across multiple channels to improve customer service delivery, working collaboratively within cross-functional teams.
To Do This, You Will
- Lead and manage the delivery of end-to-end service design to create business value and improve the customer experience, applying human-centred design and best practice.
- Conduct and analyse customer research and testing, and develop customer 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.
- Create key design artefacts including user flow diagrams, customer journey maps, service blueprints, wireframes, and low fidelity prototypes.
- 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.
For further information please see the Role Description.
Occupational group Administration
