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SalarySmart Service Queensland (Smart Service) provides the primary point of contact for customers to access government services through multiple delivery channels including online (qld.gov.au), phone (13 QGOV) and in person at Queensland Government Services Centres (QGSC) and Queensland Government Agent Program (QGAP).
Our vision is ‘a better experience for our customers’. We respond to Queenslanders needs and expectations by ensuring our people are capable, empowered and engaged. Smart Service values and actively supports diversity and inclusion.
Job details Position status Fixed Term Temporary
Position type Flexible full-time
Occupational group Administration
Classification AO7
Workplace Location Brisbane Inner City
Job ad reference QLD/535813/23
Closing date 12-Jan-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration 01/02/2026 with possible extension
Contact person Emma Rees-Smith
Contact details Phone: 07 3022 0672
Access the
We offer a dynamic work environment that is values driven and provides opportunities for growth and progression. We are a flexible workplace and offer the opportunity to work remotely.
Some of your responsibilities will include:
- Lead quantitative research, including management of customer satisfaction surveys, sample design, instrument design, and survey data analysis.
- Lead research activities to inform digital product and service design processes, using but not limited to usability studies, contextual inquiry, sentiment analysis, usability testing, A/B or multivariate testing and surveys.
- Analyse customer data and undertake driver analyses to gain Customer Insights to inform opportunities for continuous improvement of service delivery.
- Establish and sustain effective relationships with peers and stakeholders across Queensland Government to support delivery of customer research and insights initiatives.
- Utilise your facilitation and storytelling skills to present and share insights to build organisational understanding of Customer Insights.
- Create and Maintain a customer research and insights repository for sharing research and insights with other teams.
- Develop and champion a standard set of measurement approaches and tools in consultation with government stakeholders to encourage alignment of customer experience measurement across government.
Job Ad Reference: QLD/535813/23
Closing Date: COB Friday, 12 January 2024
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote and .
Please ensure you download all attachments and follow the instructions on how to apply.
Documents
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