As the Manager, Online Experience you will: • Manage the online experience and its continuous improvement. • Manage the experience for Qld customers online including supporting products and content, templates and standards, user interface and supporting stakeholder engagement.• Responsible for online government products and components including: open data portal, payment gateway, get involved engagement hub, search, qld.gov.au, single website experience and franchise model.• Manage the team to ensure a collaborative culture is maintained and effective change management, financial, contract and resource management.• Utilise metrics, analytics, customer experience and feedback to shape continuous improvement of Qld online, and provide meaningful updates to leadership and feedback to service management, development and project teams to address issues and improve products and operations.• Provide expert advice, facilitation and online product and customer experience services to achieve agreed objectives.• Manage, monitor and report team achievements against performance targets to ensure the continuous improvement and growth of online services.• Establish agreed plans and schedules of activities to ensure productive stakeholder engagement and delivery.• Promote, coordinate and deliver communication (including communities of practice) to stakeholders to ensure all franchises and partners are fully engaged on products, process practices supporting Qld online.• Implement change management strategies and processes to ensure continuous improvement of service delivery.• Establish and maintain positive relationships with stakeholders to achieve ongoing productive partnerships.• Work closely with the broader program and stakeholder CX, insight and analytics teams to ensure customer needs are well understood, widely shared and actionable.• Ensure that all operations, process and practices operate within all relevant legislative and government standards.• Lead and manage activities to ensure a high performing team, including recruitment and selection, performance management, coaching and development of staff in order to achieve established outcomes for the group.• Work closely with Director, Qld online, and the broader team, to achieve deliverables. • Be an active member and contributor to relevant customer, business and technical forum (internal and external) to ensure the Qld online experience team is understood, responsive and influential.• Assist the Director to resolve difficult and complex service management issues and conflicts as and when required.• Ensure that program activities operate within all relevant legislative and government standards.
Applications to remain current for twelve months This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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