Customer Experience Manager (AO8)

Brisbane store
CDSB x u&u. Recruitment Partners

About the Department

The Department of Customer Services, Open Data and Small and Family Business (CDSB) is improving customer services to Queenslanders, supporting small and family business owners, and providing better government services and support. CDSB is responsible for driving the Queensland Government’s priorities in customer service delivery, digital technology and data that enables a transparent and efficient government.

Customer service journey

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 provide strategic leadership to ensure the operations of the Brisbane store is efficient, customer-focused and deliver high-quality services that align with departmental priorities and meet the needs of Queenslanders. You will oversee the store’s operations, drive initiatives to enhance service delivery and performance, and lead the team through change initiatives ensuring the successful adoption of new systems, technology and processes.

This is a key leadership opportunity for an experienced people leader who can combine strategic thinking, operational oversight and customer service excellence in a fast-paced, high-volume environment. You will lead workforce planning, resource management and staff development, while fostering strong stakeholder relationships and an inclusive, high-performing team culture.

Key responsibilities

• Provide strategic leadership and oversight of the Brisbane store, ensuring operations align with departmental priorities and deliver high-quality, customer-focused services that meet the diverse needs of Queenslanders;

• Develop and implement strategic, business, and financial plans, ensuring cost efficiency, effective resource allocation, and the delivery of high-quality services within budget;

• Drive team and centre-wide performance to achieve key performance indicators, such as customer satisfaction, first contact resolution, and operational efficiency, while fostering a culture of accountability, innovation and continuous improvement;

• Oversee workforce planning and forecasting, including recruitment, rostering, leave management, succession planning and staff development through tailored training programs to address skill gaps and build capability;

• Build and maintain strategic relationships with service delivery partners, government agencies and internal stakeholders to ensure seamless collaboration and alignment with departmental objectives;

• 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 that uphold service standards and reinforce the stores commitment to exceptional customer satisfaction;

• Ensure effective governance and risk management practices by identifying and mitigating risks, ensuring compliance with relevant legislation, policies, and standards, and maintaining financial accountability and operational integrity;

• Leverage performance data and customer insights to inform strategic decision-making, identify opportunities for improvement, and provide high-level reports to senior leadership on the outcomes, challenges, and opportunities of the Brisbane store;

• Foster a workplace culture of equity, diversity, respect, and inclusion, ensuring all staff are equipped to deliver culturally appropriate and inclusive customer service; and

• Provide visible leadership and support during peak periods or operational challenges, ensuring seamless service delivery and empowering staff to deliver exceptional customer experiences.

To be successful in this role, you will bring

• Proven ability to lead with vision and purpose, aligning team efforts with departmental priorities and objectives, inspiring and guiding teams through change, fostering a culture of accountability, collaboration, and service excellence;

• Demonstrated experience in managing complex operations, including compliance with policies, and risk mitigation to deliver high-quality, customer-focused services and ensuring operational stability during peak periods and unforeseen operational challenges;

• A strong commitment to delivering exceptional customer service, with the ability to resolve complex and sensitive issues, champion a customer-focused culture, and empower staff to deliver empathetic, professional, and culturally inclusive services;

• Demonstrated sound judgement and analytical skills to address challenges, implement innovative solutions, and make informed decisions under pressure, ensuring alignment with organisational values and policies;

• Strong analytical skills to leverage data insights, monitor performance, and inform evidence-based decisions;

• Demonstrated ability to prepare high-level reports and provide strategic advice to improve service delivery and operational outcomes;

• Exceptional communication and interpersonal skills to build and maintain strategic relationships with internal and external stakeholders with the ability to influence and negotiate to achieve organisational goals and foster seamless collaboration;

• Proven ability to lead and mentor teams to drive digital transformation and continuous improvement by leveraging technology, analysing customer insights, and embedding innovative practices to enhance service delivery and operational excellence; and

• In addition, this role requires the leadership capabilities of a Program Leader as outlined in the Leadership competencies for Queensland booklet. (https://www.forgov.qld.gov.au/leadership-competencies-queensland)

Employment details

• Classification: AO8

• Employment type: Permanent

• Work type: Full-time

• Location: Brisbane CBD

• Reports to: Director SEQ North

• Direct reports: 2

• Team size: 36

Role requirements

• This role requires staff to work a minimum of 72.5 hours per fortnight across a Monday to Saturday roster, within the operating hours of 8.30am to 6.00pm weekdays and 10.00am to 4.00pm on Saturdays;

• This role will involve work outside normal business hours to meet service demands, including reasonable overtime; and

• Justice of the Peace (JP) qualification (or ability to obtain) is highly desirable.

Pre-employment checks

This role contains relevant duties, as provided for under Chapter 3, Part 5 of the Public Sector Act 2022 (https://www.legislation.qld.gov.au/view/html/asmade/act-2022-034#ch.3-pt.5). Consent will be requested to undertake a criminal history check prior to any offer of employment.

Other checks may be undertaken prior to any offer of employment being made, including:

• Serious discipline history declaration; and

• Proof of eligibility for employment in the public sector.

Within one month of commencing employment, the successful applicant is also required to disclose any employment as a lobbyist in the preceding two years.

How to Apply

Apply online via this advert by Monday 31st August 2026.

To apply you will need to provide:

• Resume: This should include the contact details of at least one referee who has thorough knowledge of your conduct and work performance within the previous two years; and

• Cover letter: This should be a brief one to two page statement outlining why you are best suited for this role, including your skills and experience and how you may contribute to the department’s workforce diversity objectives.

You will also be required to complete a short questionnaire, which will be sent by email from noreply@uandu.com following submission of your online application.

Questions

For any enquiries, please contact cdsb@uandu.com, referencing job number 45222.

Adjustments

At u&u Recruitment Partners, we value diversity, equity, and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds, and people with disabilities.

Should you require reasonable adjustments throughout the recruitment process (including alternate formats to apply), or have a preferred method of communication, we encourage you to make a request via adjustments@uandu.com to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.