CX Enablement Lead

WorkCover Queensland; Brisbane; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Learning & development opportunities

Health & wellbeing program

Competitive salary & superannuation

Job summary

WorkCover Queensland is seeking a CX Enablement Lead for a fixed-term contract in Brisbane CBD. You will help strengthen customer centricity, translate insights into actions, and build customer-focused capability across the organisation.

You’ll facilitate workshops, coach stakeholders, and embed CX frameworks to deliver measurable improvements in customer experience. You’ll collaborate with leaders and teams to prioritise opportunities, design capability initiatives and support the customer

Qualifications

• Experience driving customer experience transformation and service design.
• Ability to translate CX insights into practical actions and improvements.
• Skilled at building customer-centric mindsets and capabilities.

Responsibilities

• Design and deliver CX capability initiatives across the organisation.
• Identify and progress opportunities that improve customer outcomes.
• Translate insights into practical improvements and actions.
• Facilitate engaging workshops and learning experiences.
• Embed CX tools and frameworks to support continuous improvement.
• Build relationships to influence teams and enable delivery of better experiences.
• Support the CX roadmap and broader transformation objectives.

Skills

Customer experience

Facilitation

Change management

Stakeholder engagement

Job description

Job no: 494649
Work type: Fixed Term - Full Time
Location: Brisbane CBD
Categories: Claims and Customer Support/Contact Centre

WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

As our CX Enablement Lead, you will play a key role in helping WorkCover strengthen customer centricity and drive improvements that enhance customer experience across the organisation. Working with leaders and teams from across the business, you'll help translate customer insights into meaningful action, build customer-focused capability, and embed practical tools, frameworks and ways of working that lead to better customer outcomes.

This fixed-term contract until 30 June 2027 offers a unique opportunity to influence how customer experience is understood, prioritised and delivered across WorkCover. You will facilitate workshops, coach stakeholders, support improvement initiatives and help teams apply customer insights and CX principles to everyday decisions, services and processes.

You’ll contribute to:

• Designing and delivering customer experience and customer service excellence capability initiatives across the organisation
• Helping teams identify, prioritise and progress opportunities that improve customer outcomes and experiences
• Translating customer, employee and operational insights into practical improvements and actions
• Facilitating engaging workshops and learning experiences that build customer-centric mindsets and behaviours
• Embedding customer experience tools, frameworks and approaches that support continuous improvement
• Building strong relationships across the business to influence, coach and enable teams to deliver better experiences
• Supporting the delivery of WorkCover's customer experience roadmap and broader organisational transformation objectives

A bit about you:

You are an experienced customer experience professional with a passion for helping people deliver better outcomes for customers. You understand that sustainable customer experience improvement requires more than insight alone. It requires people, capability, behaviours and action.

You bring experience in customer experience, service design, continuous improvement, customer insights, organisational change or a related discipline. You are a confident facilitator who can engage stakeholders at all levels, build trusted relationships and influence without direct authority.

You enjoy working collaboratively across diverse teams and are skilled at turning complex customer and business challenges into practical opportunities for improvement. Most importantly, you are motivated by helping organisations become more customer-centric and delivering measurable improvements to customer experience.

A Bit About Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. We turn care into action, act with integrity, and work together to unlockwhat’spossible. If you value empathy, collaboration, and continuous improvement,you’llfind a great community atWorkCover.

At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values. Working in a collaborative team environment within a supportive and engaged organisation,you’llenjoy 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 studyassistance. You can find out more about our Employee Benefits by visiting Working atWorkCoverQld.

Please Note:

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.

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at ***********@workcoverqld.com.au or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).