Customer Experience Manager
Contract to 27/06/2027 | BRISBANE CITY, QLD | Hybrid Working
Lime Recruitment is currently working with a large Queensland Government client to recruit an experienced - Manager (Customer Ticketing Experience). In this role you will Lead customer experience, implementation and transition activities for a complex public transport ticketing and payment transformation program in Brisbane.
Key Responsibilities
- Represent customer needs across solution design, delivery and transition activities.
- Develop customer implementation and transition plans covering communication, education, channel readiness, adoption and support.
- Translate customer insights, operational evidence, policy settings and business requirements into journeys, requirements and delivery priorities.
- Identify customer impacts, risks and dependencies across design, testing, implementation and optimisation.
- Coordinate accurate, accessible and consistent customer information across web, campaigns, FAQs, contact centre scripts and stakeholder materials.
- Provide customer experience advice and quality assurance across program deliverables.
- Coordinate governance inputs, approvals, decisions and dependencies across multidisciplinary workstreams.
- Engage stakeholders, vendors and customers to gather insights, test assumptions and resolve customer experience issues.
About You
- Substantial experience in customer experience, service transition, communications or marketing within government or a complex service-delivery environment.
- Experience leading customer-focused activities for complex technology, digital, payment or service transformation initiatives.
- Proven ability to develop and coordinate customer implementation and transition plans.
- Highly developed writing, editing and quality assurance skills across customer and stakeholder communications.
- Sound knowledge of government communication, marketing, assurance and approval processes.
- Strong stakeholder engagement, facilitation, negotiation and influencing skills.
- High-level judgement, integrity and organisational awareness, with the ability to manage sensitive issues, competing priorities and deadlines.
Why apply through Lime Recruitment?
Enjoy two pay runs per week without contractor fees. As a Queensland owned agency, we offer personalised service and are a Tier 1 supplier to the Queensland Government. Awarded top performing small agency in 2021 and 2022, with a finalist spot in 2023. Partner with Lime for genuine, experienced, friendly recruiters dedicated to securing the best opportunities for you. Apply now or contact our team on 07 3844 8300 or apply@limejobs.com.au to find out more!
We make contracting simple. We run two pay cycles each week, charge no contractor fees, and fund our own payroll, so our contractors are paid reliably and on time.
The team behind the lime
Lime Recruitment is a Brisbane-based team of experienced ICT recruiters who stay close to the market and the people in it.
For over 16 years, we’ve helped clients and contractors navigate ICT contracting with clear advice, fast action, and honest communication. We don’t rely on volume or scripts, we guide you through the process, take responsibility for outcomes, and stay accountable from first conversation to final placement.
That’s why so many people return to Lime and recommend us to others.
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