Customer Experience Manager

Join the Department of Customer Services, Open Data and Small and Family Business (CDSB) as a Customer Experience Manager, where you will deliver excellence in customer service and work with talented people to make a difference and help shape Queensland’s future.

As the Customer Experience Manager, you will provide strategic leadership to ensure the operations of the Brisbane store are efficient, customer-focused, and deliver high-quality services that align with departmental priorities and meet the needs of Queenslanders. You will drive initiatives to enhance service delivery, optimise performance, and empower both staff and customers to embrace digital solutions.

Join our team – deliver excellence in customer service, make a difference and shape the future of Queensland.

Queenslanders expect government services to be simple, connected and easy to access, whether online, over the phone, in person or in their community. We're looking to improve how Queenslanders access government services, making it easier for people to access the services they need, when and where it suits them.

About The Brisbane Store The Brisbane store represents an improved approach to delivering Queensland Government services. With a strong customer-first focus, it provides seamless, efficient, and inclusive services across multiple channels, empowering customers to confidently access both in-person and digital self-service options. Designed to meet the diverse needs of the community, the Brisbane store fosters a welcoming, supportive, and forward-thinking environment that prioritises accessibility, innovation, and continuous improvement.

About The Opportunity As the Customer Experience Manager, you will lead workforce planning, resource management, and staff development, ensuring your team is equipped with the skills and tools to deliver culturally appropriate and customer-centric services. By cultivating a positive and inclusive workplace culture, you will empower your team to deliver meaningful outcomes for Queenslanders and reinforce the Brisbane store's reputation as a trusted and innovative service provider.

As The Customer Experience Manager, You Will

• Provide strategic leadership and oversight of the Brisbane store, ensuring operations align with departmental priorities and deliver high-quality, customer focused services.
• Develop and implement strategic, business and financial plans, ensuring cost efficiency, effective resource allocation and delivery within budget.
• Drive team and centre-wide performance against key indicators including customer satisfaction, first contact resolution and operational efficiency.
• Oversee workforce planning and forecasting, including recruitment, rostering, leave management, succession planning and staff development.
• Lead the implementation of policy and process updates, system improvements and the adoption of technologies to enhance service delivery and drive continuous improvement.
• Manage complex and sensitive customer issues by providing expert advice and strategic oversight of resolution strategies.

Refer to the Role Description for a full list of responsibilities, what we are looking for and how to apply. Applications for this role are being managed by u&u. Recruitment Partners.

Join our team - deliver excellence in customer service, make a difference and shape the future of Queensland.

Applications will remain current for 12 months.

Occupational group Customer Service/Call centre