Director Customer Experience

The Director Customer Experience will be responsible for effectively managing frontline performance and leading several diverse multi-disciplinary teams from the front through inspirational leadership and clear expectation setting. The role is responsible for leading middle and senior managers to ensure that all aspects of service delivery (including Call Centre, Bond Management, Dispute Resolution, Support Services and Workforce Management) continue to deliver an excellent Customer Experience to the Queensland renting community. The role will work within a fast paced, high-performance culture, working closely with all operational teams and leaders as well as being a key support to the Chief Customer Experience Officer. This is a temporary opportunity until 15 August 2025.   

What we offer is:

• Once established in the role, the flexibility to work from home up to 60% of the time
• Beautifully designed offices at Midtown Centre on Mary Street, Brisbane CBD
• A rewarding role where what you do makes a significant impact to our community
• A highly supportive culture that values and contributes to team success

Our ideal candidate will have:

• Extensive experience leading, managing and inspiring leaders – both senior and middle management
• Demonstrated ability to understand what drives a high-performance culture and experience developing and maintaining an empowered, connected workforce across multiple teams
• Demonstrated experience in identifying and monitoring service trends using complex data and real or potential risks or changes in trends to develop solutions aimed at safeguarding our services, brand, reputation, financial sustainability and operational efficiency.
• Experience providing insightful advice, guidance and reporting to executives, Managers and the Board on potential threats or risks to service delivery commitments.
• Demonstrated experience in compliance and risk management, policies, procedures and ethical standards. 
• Demonstrated experience in stakeholder management, engaging internally and externally with diverse stakeholder groups through establishing positive, ongoing relationships that deliver outcomes across the business and the sector. 

If this challenging and highly rewarding role sounds like an opportunity to leverage your current skills, experience, and future career plan, we encourage you to read the attached position description and submit your application.

Your application should contain:

• Cover Letter - Maximum of 2 pages
• Resume – Maximum of 4 pages 
• 2 referees 

For further information on what your cover letter should contain, please refer to the Additional information for applicants document attached.

Further information

If you have included any education and professional qualifications or enrolments to your resume, please attach these to your application.

A six (6) month probationary period will apply for any applicant who is not a current public sector employee.