Customer Experience Designer

Cancer Council Queensland; City of Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work hours

Hybrid work options

Professional development allowance

Wellness programs

Shop discount

Job summary

Cancer Council Queensland is seeking a Customer Experience Designer to lead research, discovery and journey mapping across campaigns, communications, fundraising initiatives and digital channels.

You will translate evidence into practical improvements to customer journeys and experiences, becoming a trusted source of customer insight within Marketing and the broader Fundraising & Philanthropy team.

Qualifications

• Background in customer insights, CX research, UX research or a related discipline.
• Strong qualitative research capability, including interviews, discovery and contextual inquiry.
• Confidence designing and delivering research using a mix of qualitative and quantitative methods.
• Strong customer experience and service design capability, with experience translating research into improved journeys.
• Ability to create journey maps, service blueprints and other experience design artefacts.
• Ability to translate insights and design recommendations into prototypes for testing and validation.
• Skilled facilitation across workshops, discovery sessions and stakeholder discussions.
• Ability to conduct usability testing and concept validation.
• Strong analytical and synthesis skills, turning complex information into practical recommendations.
• Ability to influence decisions through evidence and storytelling.

Responsibilities

• Lead research and discovery to inform design and communications.
• Journey map, service blueprinting and experience design work.
• Prototype, validate and translate insights into improved customer journeys.
• Translate evidence into practical improvements for campaigns and digital channels.
• Act as a trusted source of customer evidence to shape decisions.

Skills

Qualitative research

UX research

Customer insights

Journey mapping

Service blueprinting

Prototyping

Usability testing

Facilitation

Data storytelling

Behavioral science

Job description

About Us

At Cancer Council Queensland, our mission is simple – to ensure no Queenslander is left navigating cancer alone. We’re here to provide support to everyone impacted by cancer, and to improve quality of life for all Queenslanders facing a diagnosis. We do this through work in three key areas, cancer research, cancer prevention and early detection, and cancer support services.

Working at Cancer Council Queensland

Cancer Council Queensland employees and volunteers lead Queenslanders in a partnership against cancer by living our values of being responsible, inclusive, equitable, and collaborative.

We provide a positive and supportive working environment where you will be a valued team member.

About the role

The Customer Experience Designer helps Cancer Council Queensland better understand and improve how people discover, engage with and experience our campaigns, communications, fundraising initiatives and digital channels. Working within Marketing and partnering across the broader Fundraising & Philanthropy department, this role sits at the intersection of customer research, customer insight, customer experience, UX research, behavioural science and experience design.

You will lead research and discovery, journey mapping, service blueprinting, experience design, prototyping, usability testing and validation — translating evidence and insight into practical improvements to communications, campaigns, digital experiences and customer journeys.

You will become a trusted source of customer evidence and insight, while also helping teams translate what we learn into better-designed experiences that respond to audience needs, behaviours and motivations.

This is an opportunity to establish a research-led customer experience capability that directly influences how Cancer Council Queensland engages with its audiences and communities.

About you

• Background in customer insights, CX research, UX research, behavioural research, market research, service design research or a related discipline.
• Strong qualitative research capability, including interviews, discovery, contextual inquiry and observational research.
• Confidence designing and delivering research using a mix of qualitative and quantitative methods.
• Strong customer experience and service design capability, with experience translating research and insight into improved customer journeys and experiences.
• Ability to create journey maps, service blueprints and other experience design artefacts.
• Ability to translate insights and design recommendations into experience concepts and prototypes for testing and validation.
• Skilled facilitation capability across workshops, discovery sessions and stakeholder discussions.
• Ability to conduct usability testing, concept validation and experience evaluation.
• Strong analytical and synthesis skills, turning complex information into practical recommendations.
• Ability to influence decisions through evidence, insight and clear storytelling.
• Curiosity about human behaviour and the factors that shape how people engage with organisations.
• Nice to have: knowledge of fundraising or not-for-profit operating environments. Not essential.
• Experience developing prototypes at an appropriate level of fidelity to communicate, test and refine experience concepts.
• Experience developing high-fidelity digital prototypes using Figma or similar tools.

Benefits

Cancer Council Queensland has a collaborative, energetic, and supportive team culture, contributing to meaningful work with a tangible impact. By celebrating and fostering our individual strengths, we take on more challenging work. In turn, we lead more balanced,excitingand fulfilling lives. Our growing Non-for-Profit organisationoffers employees:

• Flexible work arrangements (Flexible Work Hours and Hybrid Work options).
• ATO-Approved Salary Packaging up to the value of $18,549 per Fringe Benefit Tax year
• Recognition and Rewards Program
• Professional Development Allowance
• Workplace health programs, such as Fitness Passport
• Cancer Council Shop discount

In line with our value of being inclusive, applications are strongly encouraged from Indigenous Australians, people from a range of cultural and linguistic backgrounds, people with disability and LGBTIQA+ individuals.

The successful applicant willbe requiredto conduct a current National Police Certificate.