Are you a senior executive leader ready to shape and improve how Queenslanders experience government services?

The Department of Customer Services, Open Data and Small and Family Business is seeking an exceptional leader to take on the key role of Deputy Director-General, Customer Experience. This is a rare opportunity to lead customer service delivery, service reform and organisational performance at scale, helping shape a contemporary, connected and customer-focused service system across digital, in person and telephone channels.

You will:

- Provide strategic leadership and direction to deliver exceptional customer service experiences across digital, in-person, and telephone channels, ensuring measurable improvements in customer satisfaction, operational efficiency, and accessible services for all Queenslanders.
- Develop and implement a transformative reform agenda that drives a digital-first approach to service delivery and embeds seamless, customer-centric services that meet the needs of diverse communities.
- Oversee the delivery and performance of customer service operations across all channels, ensuring services are efficient, effective, resilient and focused on customer outcomes.
- Lead organisational transformation initiatives to build digital capability, improve staff engagement, and foster a culture of innovation and continuous improvement.
- Promote service redesign and process simplification to improve efficiency, reduce complexity and deliver better outcomes for customers and government.
- Lead and deliver a significant reform agenda to modernise customer service delivery, improve customer satisfaction and simplify service interactions.

The ideal candidate




You will be a senior executive leader with a robust record of achievement in strategic reform, customer experience and service transformation. To excel in this role, you will bring:

- Proven ability to develop and implement a clear vision for customer experience transformation and long-term strategic direction across complex, multi-channel service environments, aligning teams and resources with organisational and government objectives.
- Expertise in understanding customer needs and expectations, journey mapping, and feedback-driven design, with a demonstrated ability to translate insights into measurable improvements in customer experience at scale.
- A track record of driving innovation and delivering reform programs to achieve strategic objectives, with the ability to foster a culture of creativity, continuous improvement, and customer-focused service delivery.
- Extensive experience leading large-scale digital transformation initiatives, including the adoption of innovative technologies, self-service platforms, data analytics and automation tools to enhance service delivery and customer outcomes.
- Proven experience in leading large-scale organisational change, building workforce capability, and supporting staff and stakeholders through transitions to achieve transformational outcomes.

Role requirements

- Extensive experience in senior leadership roles, preferably within the public sector or a large, complex organisation.
- Demonstrated expertise in customer experience, digital transformation, and service delivery.
- The role may require occasional travel within Queensland.

Job Ad Reference: QLD/698124/26

Closing Date: Monday, 31st August 2026

Applications will remain current for a period of 12 months.

📌 Deputy Director-General (Brisbane)
🏢 Department of Customer Services, Open Data and Small and Family Business
📍 Brisbane