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 design. 

• Prior industry experiences working in customer experience/service design agencies and/or insurance/financial services is advantageous. 

• 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. 

A bit about us: 

The Customer Experience team at WorkCover Queensland are guided by our vision of Illuminating Tomorrow’s Experience. We bring a strong customer lens to transformation work across the organisation, partnering closely with delivery teams to shape better outcomes for customers and colleagues. We’re curious, collaborative and comfortable working through complexity. Whether we’re shaping new solutions or refining everyday processes, we support each other and take pride in driving impactful change across the organisation. 

Working in a team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance.  

How do I apply? 

Please submit your resume along with a covering letter that outlines your interest in the role and highlights your relevant experience. We encourage you to reflect on the key elements of the opportunity when preparing your application. 

This position is being recruited on an urgent basis. Applications will be reviewed as they are received, so we strongly encourage you to apply promptly to ensure full consideration. 

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.