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