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, Customer Experience (Brisbane)
🏢 Queensland Government
📍 Brisbane