Vacancy Details

About TAFE Queensland

TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State. For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers. We have recently been named the State Winner of the 2022 Large Training Provider of the Year at the prestigious Queensland Training Awards. Our training is delivered to students and apprentices on-site, online, in the workplace, or on-campus to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies. 

By working at TAFE Queensland, you can be part of a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training.

About the Project 

Every TAFE Queensland prospective student goes through our contact centre at some point in their enquiry and application journey.  This could be for a simple question on a specific course or support in understanding their funding eligibility.  They can connect us through a walk-in service desk or through the phone lines; but they can also come through our live chat team, email or through our out-reach teams; or they can decide to apply directly online through our direct application forms.

Which ever channel, and for whatever reason they contact us, they will come through to one of our 5 regional contact centre teams; and are managed via our contact centre platform, CRM or student management systems.  

We have just launched the first phase of our transformation journey for the regional contact centre teams; and are looking for a seasoned Lead Service Designer with a good appreciation of the back of stage environment, to design us through the rest of the roadmap.

The Lead Service Designer role will be hands on designing the customer and agent experience across the strategic initiatives in the CX roadmap:

  1. Design and implementation of new supporting Contact Centre Technology including workforce management and knowledge management
  2. Working with regional managers on improving the operating and service delivery model, and supporting business processes
  3.  Improving the user experience key self-service channels such as the direct applications process
  4. Design and implementation of new service channels including AI Chatbots, Social Channels and Asynchronous channels

This is an existing role for people-first Lead Service Designer who is as comfortable with orchestrating the back of stage as designing the front of stage experiences. 

Your Opportunity

As the Lead Service and Experience Designer, you will be responsible for:

Lead the customer experience design, service and process definition, and agent / platform experience across the enquiry to enrolment operating model; whilst also owning and updating the customer experience strategy and roadmap.

They will work collaboratively with SME’s across the organisation including ICT, contact centre team leads, marketing and BI reporting to define the front of stage customer experience including customer touchpoints and automated communications; and the back of stage enablers including process automation, data integrations, and management KPI reporting.

The role is expected to lead and / or contributes to activities including co-creation workshops, creative brainstorms, service blueprints, service safaris and process design.   They are someone who is both hands on, delivery focused whilst also comfortable providing design leadership and managing senior relationships across the organisation.

This role will:

  • Bring together research, design, business and technology to shape the services of the future.
  • Use insight to drive our strategic thinking and place the human at the centre of what we do.
  • Work collaboratively with our multidisciplinary teams across the regions

This position reports to the Director of Customer Experience.

This is a Temporary Full time opportunity until 30 June 2024 unless otherwise determined.

The project will be based primarily at Mount Gravatt, however there may be opportunities for flexible working arrangements.

Key Responsibilities

  • Identify, design and test the front of stage customer experience for the new contact centre platform
  • Map key automation pathways including automated communications, Omni-channel pathways, and capacity alerts.
  • Work with the TAFE Queensland project and ICT team members to identify the back of stage requirements and implications from the customer experience. 
  • Review, test and identify user experience and interface improvements for the direct application forms
  • Work closely with the direct applications ICT team in rolling out a continuous improvements release program
  • Analyse, evaluate and advise on business and solution requirements, workflows, call flows, service design elements and make recommendations to the Project Working Group to achieve the objectives of the projects and advocating the customer experience perspective.
  • Participate in a multi-disciplinary professional team, undertake tasks and contribute to deliverables to support the specific scope and objectives of the projects.
  • Be the customer advocate through the development of an extensive and effective network of internal stakeholders 
  • Develop and implement, in consultation with internal stakeholders, service blueprint diagrams and customer requirement documentation to ensure a high quality outcome for the projects while adhering to TAFE Queensland methodologies and documentation procedures.
  • Research and prepare reports, briefing materials, training material and correspondence for the Steering Committee, Working Group, and other internal key stakeholders.

How you will be assessed

The ideal applicant will be someone who has the following key capabilities:

  1. Demonstrated high level expertise and experience in contact centre technologies and complex application process design
  2. Relevant experience in service design or related role such as user experience design or design research
  3. Experience with user experience design tools and methods such as creating screen flows, wireframes and prototypes.
  4. Experience in a management role leading multi-disciplinary teams to produce coherent and effective design solutions
  5. Knowledge of existing and emerging service design tools and methods.

Highly Desirable Requirements

  • Contact Centre experience 
  • Strong communication skills both verbal and written.
  • Experience in running online and offline workshops.
  • Proven history of delivering results on time and within budget 
  • Accustomed to working collaboratively with clients and cross-functional team members

How to apply

If you’re interested in this role, click the ‘Apply’ button to submit your application via the TAFE Queensland Recruitment Portal.  When submitting your application, please ensure you provide the following:

  • A detailed resume; 
  • A cover letter that outlines your known skills, abilities, knowledge and experience in response to the “How you will be assessed” criteria above (maximum of 2 pages in total; and
  • The contact details for two referees (one of whom is your current supervisor)

Closing date: 11.59pm Friday 2 June 2023

Job Reference Number: TQ2023-541

For further information, please contact:

Kirsty Robinson, Director Customer Experience 

Kirsty.Robinson@tafeqld.edu.au