Manager Customer Experience

Queensland Government; City of Brisbane; Hybrid; AUD 80,000 - 100,000; Full time

Job summary

A government authority in Queensland is seeking an experienced Manager Customer Experience to lead customer experience strategies and manage frontline operational teams. This role involves developing and implementing plans to improve service quality and customer satisfaction while collaborating with various stakeholders. The ideal candidate will possess strong leadership and analytical skills, and have experience in change management and stakeholder engagement.

Benefits

Work from home flexibility up to 60%

Supportive culture valuing diversity

Employee health and wellbeing program

Professional development opportunities

Qualifications

• Proven ability to lead and manage high-performing teams.
• Experience in fostering a culture of collaboration and continuous improvement.
• Ability to coach, mentor, and develop staff.
• Comprehensive knowledge in customer experience models.
• Excellent communication skills for senior executives.
• Ability to manage change initiatives.

Responsibilities

• Lead the development of customer experience plans.
• Manage frontline operations in CX division.
• Partner with stakeholders for insightful decisions.
• Ensure organisational objectives are met.
• Evaluate customer feedback for service improvement.

Skills

Leadership and management of teams

Collaboration and accountability

Performance management frameworks

Coaching and mentoring

Customer experience design

Analytical skills

Communication skills

Change management

Stakeholder management

Job description

We are seeking an experienced Manager Customer Experience to join the Residential Tenancies Authority (RTA). This role is required to lead the development, implementation and evaluation of strategic, tactical and operational customer experience plans, programs and initiatives. The role is responsible for leading, managing and overseeing the day‑to‑day requirements of frontline operations in the Customer Experience (CX) division to ensure organisational objectives are met.

In this role, you will be leading frontline operational teams (including the Contact Centre, Dispute Resolution, Support and Bond Management teams) and partnering with various stakeholders across the business to make insightful decisions, drive accountability and outcomes whilst leading strategically and demonstrating sound governance.

To Be Successful You Will Need

• Proven ability to lead and manage high‑performing teams, set strategic direction, and deliver outcomes aligned to organisational objectives
• Experience in fostering a culture of collaboration, accountability, and continuous improvement
• Proven experience in implementing performance management frameworks, setting clear expectations, and monitoring outcomes to ensure accountability
• Ability to coach, mentor, and develop staff to achieve individual and team goals, fostering a culture of excellence
• Comprehensive knowledge and practical experience in designing, implementing, and evaluating customer experience and service delivery models
• Demonstrated ability to apply analytical skills to interpret customer feedback and performance data and develop solutions that improve customer satisfaction, service quality, and operational efficiency
• Excellent written and verbal communication skills, with experience in preparing high‑level reports, briefings, and presentations for senior executives
• Proven ability to lead change initiatives, manage resistance, and embed customer‑centric practices across diverse teams
• Demonstrated ability to build and maintain strong relationships with internal and external stakeholders, including executive leadership, government agencies, and community partners
• Skilled in influencing and managing complex stakeholder expectations

What We Offer Is

• The flexibility to work from home up to 60% of the time once successfully onboarded and approved
• Beautifully designed offices at Midtown Centre on Mary St, Brisbane CBD
• A rewarding role with extensive learning and professional development opportunities
• A highly supportive culture that values diversity and inclusion while contributing to team success
• An employee health and wellbeing program and reward and recognition program

Your Application Should Contain

• Cover Letter – Maximum of 2 pages outlining how and why your skills and experience are suited to this position, specifically relating to the functions outlined within the Your Key Responsibilities section of the position description and the vision, results and accountability indicators for the leadership competencies outlined in the Leadership Competencies for Queensland Framework.
• Resume
• 2 referees

Occupational group Customer Service/Call centre