Contract to 27/06/2027 plus 6 months extension option | Brisbane CBD | Hybrid Working

Lime Recruitment is currently working with a Queensland Government client to recruit an experienced Customer Experience Manager. In this role, you will represent customer needs throughout the design, delivery, and transition of new ticketing and payment solutions across Southeast Queensland, ensuring accurate, accessible, and aligned digital tools and information across all channels.

Key Responsibilities:

- Develop and coordinate comprehensive customer implementation, transition, and education plans, ensuring channel readiness, adoption, and post-implementation support.
- Translate customer insights, operational evidence, policy settings, and business requirements into clear customer journeys and delivery priorities.
- Provide expert customer experience advice throughout solution design, testing, implementation, and optimization while managing risks, impacts, and dependencies.
- Produce, edit, and quality-assure high-quality content across web platforms, campaign materials, FAQs, contact center scripts, stakeholder updates, and executive briefings.
- Collaborate across multidisciplinary teams—including technology, operations, communications, marketing, contact centers, and external vendors to build consensus and ensure aligned delivery.
- Navigate and coordinate relevant government communication, marketing, assurance, and approval processes.




- Reconcile differing perspectives among key stakeholders to maintain accountability and delivery momentum.

About You:

- Substantial experience in customer experience, service transition, communications, or marketing within government or complex service-delivery environments.
- Proven track record leading customer-focused activities for complex technology, digital, payment, or service transformation initiatives.
- Outstanding written and verbal communication skills, with a proven ability to translate complex technical, operational, and policy concepts into plain, accessible language.
- Solid knowledge of government communication, marketing, assurance, and approval governance frameworks.
- Exceptional stakeholder engagement, facilitation, negotiation, and influencing skills across internal teams, external vendors, and executive leadership.
- High-level judgment, integrity, and organizational awareness to manage sensitive issues and competing priorities under tight delivery deadlines.
- Willingness to work in a hybrid capacity, attending the Brisbane CBD office a minimum of 3 days per week.

Why Apply Through Lime Recruitment?

Enjoy two pay runs per week without contractor fees. As a Queensland-owned agency, we offer personalised service and are a Tier 1 supplier to Government clients. Awarded top performing small agency in 2021 and 2022, with a finalist spot in 2023. Partner with Lime for genuine, experienced, friendly recruiters dedicated to securing the best opportunities for you.

#J-18808-Ljbffr

📌 Customer Experience Manager (Queensland)
🏢 Lime Recruitment
📍 Queensland