As our CX Enablement Lead, you’ll be at the heart of shaping how WorkCover builds a more customer-centric culture — helping teams across the business engage more meaningfully with customer experience, embed customer insights into their work, and deliver exceptional service. This is a newly dedicated role, part of a long-term strategy to uplift our customer capability and bring CX to the forefront of how we think, talk, and work. 

This 12-month fixed term contract is till the end of June 2026, offering a rare opportunity to influence cultural change from the ground up. You'll build strong relationships, lead impactful workshops, and enable teams to have better customer conversations. While this role is for a fixed term, it plays a critical part in delivering on our 5-year CX roadmap — with strong potential to shape how we embed CX capability and culture across the organisation into the future. 

You’ll contribute to: 

• Leading the design and delivery of customer service excellence and CX capability programs across the organisation 

• Embedding CX frameworks, toolkits and governance that drive consistent, high-quality customer outcomes 

• Facilitating engaging, practical workshops that support teams in applying CX mindsets and insights in real time 

• Building strong relationships quickly across diverse teams to influence, coach and co-design better experiences 

• Championing the voice of the customer by embedding insights into service design, delivery and culture 

• Helping shape a sustainable and scalable CX culture, aligned to our broader transformation goals 

A bit about you: 

You are an experienced and strategic customer experience (CX) professional with a passion for empowering teams and driving customer-centric change. You bring a deep understanding of human-centered design principles and have a proven track record of embedding CX frameworks into business processes across diverse teams. 

With at least 5+ years of experience in CX, service design, or organisational change, you thrive in collaborative environments and excel at influencing stakeholders at all levels. You are a skilled facilitator and coach, able to translate complex CX concepts into practical, everyday tools and processes. You take a hands-on approach to building internal capabilities, developing training materials, and establishing governance to ensure consistent, high-quality CX execution. 

You are comfortable working within matrixed organisations, bringing together product, digital, operations, and change teams to create customer-centric solutions. With a strong strategic mindset and practical focus, you balance long-term CX uplift with immediate, impactful wins. Your exceptional communication skills, coupled with a natural ability to build relationships and influence without authority, make you a key enabler of cultural and behavioural change, driving the adoption of CX principles throughout the organisation.