This is a unique opportunity to contribute to several high-impact, regulatory-aligned work packages as part of WorkCover’s broader transformation. The role focuses on early-stage discovery and human-centred design, helping shape experiences that deliver meaningful outcomes for our customers, our people, and the business. 

During the initial months, you will contribute as part of a broader project team in the discovery phase — working closely with technical and non-technical cross-functional teams at all levels to understand the current state, identify pain points, and design future-state experiences that are both innovative and practical. 

As an Experience Design Consultant, you’ll translate insight into action — drawing from research, voice of customer and employee inputs, and operational realities to inform design recommendations that improve how we work and how we serve. You’ll be comfortable operating in complexity and ambiguity, and adept at facilitating collaborative sessions to uncover what matters and co-create what’s possible. 

This role is foundational to setting the vision and direction for future experience improvements across interconnected workstreams — with customer, staff, and business needs in focus. 

You will also bring: 

• Demonstrated experience in customer experience or service experience design, including the ability to plan and conduct research, map current state journeys, and lead collaborative workshops to inform redesign. 

• Strong facilitation and communication skills, with the ability to run effective workshops, engage with diverse stakeholders, and distil complex insights into meaningful design opportunities. 

• A proactive and consulting-style mindset — confident in working alongside non-technical and technical teams to translate process, data and operational insights into customer-centred solutions. 

• Experience navigating regulatory and legislative contexts and delivering outcomes in environments where transformation requires balancing compliance, service quality, and human impact. 

• Comfort working through ambiguous and evolving problem spaces, with a strong orientation toward actionable outcomes. 

How do I apply? 
To apply, please submit your resume along with a brief covering letter outlining your interest in the role and relevant experience. We encourage you to reflect on the key aspects of the opportunity when preparing your application.  

Applications close at 9am, Monday 19th of May.  

The Experience Design Consultant position description is available on the intranet.  

This role is graded at Individual Contract. If you have any questions about this opportunity, please contact Andrea Dale, Service Design Manager. 

Prior to applying, please discuss your intent to apply with your leader and take a look at our expression of interest tips. 

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds. 

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.