Troocoo are excited to bring this contract role to market as a Customer Experience Strategy Lead. This is a critical role creating and driving transformative outcomes within customer experience and service delivery.
Please note - this is not an IT or a role requiring a technical skillset.
- $118.27 p/hour + super – contractor arrangement
- Contract commencing immediately until 30/06/2025, with potential extension
- Centrally located in Brisbane city – with potential requirement for intrastate travel
As the Customer Experience Strategy Lead you will play a critical role in embedding customer experience (CX) principles across the department, driving transformative outcomes for both customers and staff while ensuring alignment with government priorities.
This role involves leading workshops and consultations with the Engagement Division to co-design frameworks, principles, and a roadmap for customer experience and service delivery.
CX Framework and Principles Development
- Design and formalise a robust CX Framework and guiding principles informed by stakeholder consultation and industry best practices.
- Facilitate workshops to validate the framework and ensure alignment with organisational priorities and customer needs.
- Leverage existing consumer research to activate and prioritise key initiatives, focusing on priority cohorts (e.g., First Nations, CALD, people with disabilities).
- Analyse data to inform customer journey improvements
- Develop and implement a detailed stakeholder engagement and communications plan to gain senior leadership buy-in and drive cross-departmental collaboration.
- Act as the primary liaison between stakeholders, ensuring alignment of customer engagement initiatives with organisational goals.
- Develop training modules and materials to upskill staff on experience principles, frameworks, and channel strategies.
- Deliver workshops and knowledge-sharing sessions to ensure sustainability beyond the role's tenure.
- Proven experience in developing and implementing CX strategies, frameworks, and principles within a complex organisational structure.
- Exceptional ability to engage with and influence senior stakeholders, including executives and cross-functional teams.
- Strong communication and facilitation skills to lead workshops and consultations.
- Strong analytical skills to interpret consumer research, customer journey data, and feedback to drive actionable insights.
- Experience in leading multi-stream projects, prioritising initiatives, and delivering outcomes within tight timeframes and budgets.
Should you have questions outside of the advertisement, reach out to Neridah (neridah.day@troocoo.com) and Duy (duy.le@troocoo.com). Applications will not be received via email.