Job description
Customer Experience Change Lead - Digital Transformation Program
Are you a strategic leader passionate about digital transformation and customer experience? Join a major, multi-year reform program aimed at modernising digital service delivery to the community. This is a rare opportunity to lead innovative change and shape the digital future across a broad public service landscape.
Key Responsibilities:
- Lead the development and execution of a program-level digital strategy aligned with organisational and community needs
- Drive digital modernisation across platforms including websites, customer portals, and mobile apps
- Champion user-centred design and accessibility best practices
- Engage cross-functional teams and influence stakeholders across technical and business domains
- Collaborate with ICT and architecture teams to ensure cyber-secure and scalable solutions
- Foster a culture of digital innovation and uplift organisational digital maturity
- Oversee change and communications planning across complex program deliverables
What You'll Bring:
- Proven experience leading customer and digital transformation initiatives in large, complex environments
- Strong stakeholder engagement skills with the ability to influence executives, elected officials, and technical teams
- Hands-on experience delivering digital platforms (web, apps, digital ID, chatbots, etc.)
- Strong understanding of change management and governance frameworks
- Experience embedding digital-first behaviours and vendor management
- Tertiary qualifications in IT, Business, or Digital Transformation
- Must have full working rights in Australia and pass a national criminal history check
Highly Regarded:
- Experience in local government or public sector
- Certifications in Agile, Change Management (e.g. Prosci), ITIL or TOGAF
- Knowledge of emerging technologies such as AI, automation, digital twins, and smart cities
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Jack McDougall 07 3339 5611 or email: [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
