Lead Service and Experience Designer

The role will be the lead service designer for the implementation of a new contact centre platform, and the improvement on the user experience of our direct applications process.

As the Lead Service and Experience Designer, Contact Centre Technology Refresh Project, you will:

• Leading and managing the service definition activities and own the customer experience design to improve the customer experience and increase the ROI.
• Working collaboratively with the ICT Contact Centre Technology Refresh and Direct Applications Project teams, contact centre team leads, marketing and BI reporting teams to design and develop the front of stage customer experience including customer touchpoints and automated communications; and the back of stage enablers including process automation, data integrations, and management KPI reporting.
• Leading and facilitating activities including co-creation workshops, creative brainstorms, and service definition.
• Drawing together research, design, business, and technology to shape the services and experience of the future.
• Using insights to drive strategic thinking and place the human at the centre of what we do.
• Work collaboratively with multidisciplinary teams across the TAFE Queensland.

This position reports to the Project Manager, Contact Centre Technology Refresh Project.