Principal Channel Management - Brisbane, Australia - The State Of Queensland

Description

Transport and Main Roads(Organisation site( ) )
Smart Service Queensland; Service Delivery & Operations; Queensland Government Customer & Digital Group; Brisbane

Smart Service Queensland (SSQ) is the primary contact point for customers to access Queensland Government services, delivering over 260 services on behalf of the Queensland Government through multiple channels including phone, counter and online.

Key responsibilities include:

• Manage, maintain, monitor, and lead the digital site, product development and improvement in order to contribute to a positive customer experience and user interface.
• Gather business and customer requirements, and develop customer propositions, and product definitions.
• Develop high-level and detailed user requirement documents.
• Develop, manage, and implement online enhancement projects and contracts as required.
• Develop positive relationships with relevant industry providers in order to keep up to date with latest trends and changes within the digital technology space.
• Work with the customer insight team to define and maintain the product performance metrics and measurement systems.
• Work with the franchise management team in order to gain a better understanding of customer requirements and needs.
• Research and identify continuous improvement initiatives in order to ensure that the channel is up to date with the latest digital trends.
• Influence and negotiate with partners, in order to gain agreement to project deliverables.
• Establish and maintain effective relationships with the team, suppliers, and other stakeholders to support the whole-of government product suite )
• Develop and promote a learning culture, with the aim of achieving best practise project delivery through enhancing the capabilities of staff.
• Contribute to and represent Smart Service Queensland's positive and professional working culture across government and within industry networks.

Applications may remain current for 12 months.

Job Ad Reference:
QLD/558593/24

Further information We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights( )and diversity( ).

Please ensure you download all attachments and follow the instructions on how to apply.
Documents Before applying for this vacancy please ensure you read the documents below.
TMR applicant-guide (PDF, 301 KB)( A1 F89665 A50 E6 EBC D Role Description V2 (Word, 276 KB)( EB C08 A31 DCA364 DEF4774 F )( Full Single?in_jn Counter= &in_organid=14904&in_sessionid=&in_Save Job=Y )
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Inclusion and diversity We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights( )and diversity( ) , including making any reasonable adjustments to support you through the recruitment process.

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