Join Service Centre Operations as our Director (Digital & Business Transformation) and lead transformative change that shapes the future of customer service in Queensland.

Be part of a dynamic team driving sustainability, inclusivity and innovation through cutting-edge digital and business transformation initiatives. Collaborate with passionate professionals to streamline processes, improve efficiencies, and deliver strategic solutions that empower employees to focus on what they do best.

With a co-design approach, Agile principles and a commitment to accessibility and inclusion, you’ll champion progressive change, foster a sense of belonging, and create meaningful impacts for both employees and the community.

This is your opportunity to lead with purpose, inspire innovation, and make a lasting difference.

Job details

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.

The Digital & Business Transformation team within the Department of Customer Services, Open Data and Small and Family Business provides services to enhance digital capabilities and improve business processes. As a key member of the team, you will steer and lead the implementation of digital transformation for Service Centre Operations. This will include development and implementation of the digital and business transformation program that will enable Service Centre Operations to unlock new ways of working to deliver the business of tomorrow. You will be responsible for ensuring a range of transformative changes are integrated across the Division.

As the Director (Digital and Business Transformation), you will:
• Engage with leadership teams to understand how digital and business transformation will be integrated across all product and business lines.
• Provide strategic advice to executive management on digital innovation and new ways of working to unleash the potential of emerging technologies.
• Develop and lead Service Centre Operation's digital and business transformation program to provide a single point of oversight, including program structure, reporting and sustainable funding and resourcing models.
• Establish and lead a cross-functional team that will work in different ways (agile, lean and so on) to implement digital and business transformation activities.
• Use customer and employee experience to design and improve digital products, workforce strategy, safety and well-being, and accessibility and inclusion.
• Lead change, awareness and adoption of digital delivery practices across the division.
• Promote and support a workplace culture of equity, diversity, respect and inclusion, and proactively manage the work performance and personal conduct of your staff.

We are looking for an individual with:
To thrive in this role, you will need to demonstrate the following:
• Extensive experience in leading digital capability programs, with a focus on delivering transformative outcomes and fostering innovation.
• Demonstrated experience in driving organisational change, fostering a culture of continuous improvement, and championing customer-centric approaches to service delivery.
• Proven ability to lead a multi-functional team, guiding them through challenging situations with strong interpersonal skills and the capacity to influence and inspire others.
• Excellent stakeholder management abilities, including the ability to build and sustain effective working relationships as well as proven communication and negotiation abilities.
• Thorough understanding of emerging technologies and digital innovation, with the ability to provide strategic advice and guidance to executive management on new ways of working and leveraging technology to enhance service delivery.

What we offer:
• Work and Life balance, including flexible work arrangements with a 50% working from home option.
• Convenient northside location with ample parking and public transport nearby.
• The chance to make a significant impact within a dedicated team.
• A dynamic and collaborative work environment.
• Opportunities for professional growth and development.
• Generous superannuation

Embark on a fulfilling career where your specialist skills have a direct impact on the quality of public service.

Applications to remain current for 12 months. 

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.

• CDSB Applicant Guide (PDF, 409KB)
  
  
  652171 25 Role Descripiton V2 (Word, 295KB)