As the Manager, you are responsible for leading a small team and delivering high-quality projects that enhance frontline service delivery for Queensland’s Courts and Tribunal Services (CATS). You will provide supervision and direction to drive team performance, while also contributing directly to complex and high-priority projects.

Working as both a leader and practitioner, you will apply and oversee evidence-based service design methodologies to analyse and redesign business processes, develop innovative and user-centred solutions, and support organisational improvement initiatives.

Job details

Your key responsibilities

• Manage the Strategic Service Design team, providing direction, building capability, fostering collaboration and driving performance.  
• Oversee complex service design projects to contribute to CATS strategic transformation goals, applying evidence-based design methodologies to improve efficiency, accessibility, and user experience. 
• Analyse and redesign business processes and/or organisational design by collaborating with operational areas and translating frontline insights, research and stakeholder feedback into user-centred service improvements.
• Apply contemporary service design principles, tools, and techniques—such as observational studies, customer interviews and other types of qualitative and quantitative research—to develop user-centred solutions bringing together user needs, business goals and technical feasibility. 
• Build trusted and collaborative relationships with diverse internal and external stakeholders to identify opportunities, resolve complex issues, and influence change adoption. 
• Guide, refine, and present high-quality design artefacts, reports, and recommendations to influence decision-making, change implementation, and continuous improvement. 
• Implement project management methodologies and oversee the development and maintenance of project documentation to support the team, coordinate tasks and deliver agreed outputs on time.  
• Monitor and report on project outcomes using data and performance measures to assess impact, refine solutions, and inform future service design initiatives.

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.

• 683048-26-Role Description (Word, 150KB)
  Role Description