This is a Customer Experience Design Lead role with Queensland Government based in Brisbane, QLD, AU Queensland Government Role Seniority - mid level More about the Customer Experience Design Lead role at Queensland Government The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services. Responsibilities As the Customer Experience Design Lead, you will be responsible for leading discovery and service design to uplift the customer experience of the multichannel service offering delivered by Digital Customer (Smart Service Queensland). To do this, you will: Lead and manage end-to-end service design initiatives to create business value and improve the customer experience based on customer research and best practice. Design and facilitate customer and stakeholder workshops and co-design session to support human-centred service and product design. Conduct and analyse customer research from primary and secondary sources as part of the service design process, and produce reports, journey maps, personas, product visioning, and insightful recommendations. Work within a cross-functional team to contribute to the agile delivery of service modernisation, new service patterns and digital product features from concept development through to successful delivery and implementation Deliver clear, useful service design artefacts including customer journey maps, user flows, service blueprints, wireframes, and discovery reports. Shape and use design patterns, components, and platform features to prototype and validate solutions. Establish and maintain effective relationships with peers and stakeholders to build human-centered design and customer experience capabilities across Queensland Government to support the delivery of easier public services for Queenslanders. Applications to remain current for 12 months Job Ad Reference: QLD/675395/26 Closing Date: Friday, 23 January 2026 Occupational group Creative Services/Design Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Queensland Government team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading service design initiatives Facilitating workshops Conducting customer research Key Strengths ️ Service design Customer research analysis ️ Workshop facilitation ⚡ Agile methodology ️ Prototyping Stakeholder engagement A Final Note: This is a role with Queensland Government not with Hatch.