Deputy Director-General, Customer Experience

- 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 effective, 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 strong 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.

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📌 Deputy Director-General, Customer Experience (Queensland)
🏢 @
📍 Queensland