Job Description
Department of Customer Services, Open Data and Small and Family Business – Brisbane QLD
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Are you a senior executive leader ready to shape and improve how Queenslanders experience government services?
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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.
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You will:
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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.
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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.
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Oversee the delivery and performance of customer service operations across all channels, ensuring services are efficient, effective, resilient and focused on customer outcomes.
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Lead organisational transformation initiatives to build digital capability, improve staff engagement, and foster a culture of innovation and continuous improvement.
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Promote service redesign and process simplification to improve efficiency, reduce complexity and deliver better outcomes for customers and government.
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Lead and deliver a significant reform agenda to modernise customer service delivery, improve customer satisfaction and simplify service interactions.
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The ideal candidate
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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:
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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.
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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.
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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.
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Extensive experience leading large-scale digital transformation initiatives, including the adoption of creative technologies, self-service platforms, data analytics and automation tools to enhance service delivery and customer outcomes.
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Proven experience in leading large-scale organisational change, building workforce capability, and supporting staff and stakeholders through transitions to achieve transformational outcomes.
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Role requirements
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Extensive experience in senior leadership roles, preferably within the public sector or a large, complex organisation.
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Demonstrated expertise in customer experience, digital transformation, and service delivery.
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The role may require occasional travel within Queensland.
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Job Ad Reference:QLD/*********
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Closing Date:Monday, 31st August ****
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Applications will remain current for a period of 12 months.
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📌 Deputy Director-General (Queensland)
🏢 Department of Customer Services, Open Data and Small and Family Business
📍 Queensland