First Nations Customer Experience Specialist (Indigenous Identified) - 12 Month Fixed-Term Contract 

This is an Indigenous Identified position. WorkCover Queensland recognises that being of Aboriginal and/or Torres Strait Islander descent is a genuine occupational requirement for this position, as outlined in s25 of the Anti-Discriminations Act 1991 (Qld).

About WorkCover Queensland

At WorkCover Queensland, our vision is to be the best worker’s compensation insurer, to make a positive difference to people’s lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you’re someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover.

We are committed to building a safe and respectful workplace, celebrating differences and where all of our people feel included. Through our Diversity Council Australia membership, Reflect Reconciliation Action Plan, Age and Work Strategy and profile as a Work180 Endorsed Employer for Women, we continue to strive to do better for all of our people, and the Queensland community.

About the Role

At WorkCover Queensland, we're dedicated to advancing First Nations initiatives. We actively seek engagement in co-designing, planning, developing, and monitoring our First Nations Strategy. Our mission is to enhance the delivery of our services, prioritising quality outcomes through collaborative engagement with our customers, our stakeholder groups, and the community, and championing culturally sensitive responses. We strive to support and contribute to a space where Aboriginal and Torres Strait Islander peoples feel valued and respected, have access to opportunities and resources and can contribute their perspectives and talents to the Queensland community.

Our vision is to support reconciliation by empowering businesses and inspiring careers, and this will be achieved through the delivery of our First Nations Strategy which is currently in development. In the spirit of self-determination this strategy will be developed in consultation with, and delivered by, Aboriginal and Torres Strait Islander peoples employed in Identified positions within WorkCover.

The role of First Nations Customer Experience Specialist (Indigenous Identified) supports our unified reconciliation vision by leading the development of a customer experience (CX) strategy for First Nations customers. You will define, champion and facilitate the implementation of changes to ensure our First Nations customers have culturally safe, and sensitive experiences that will result in quality outcomes for our customers. This role will be engaged as a 12-month fixed-term contract.

You’ll also contribute to:

• Partnering with the leadership team and key stakeholders within the business to develop and implement a CX strategy for First Nations customers.
• Actively undertake research and analysis of First Nations customer experiences.
• Identifying and facilitating the co-design and implementation of improvement strategies and initiatives.
• Embedding and championing First Nations customer research and design practices, while maintaining customer experience artefacts and personas.

A Bit About You:

• Hold tertiary qualifications and a demonstrated track record in business, design, and interactive technologies, social science (research), or similar field is highly desired  
• An excellent understanding of Aboriginal and Torres Strait Islander cultures, including the ability to communicate effectively and respectfully.
• An ability to leverage lived experiences to effectively guide and shape cultural capability, design and delivery of programs and initiatives.
• Strong written and verbal communication skills, including presentation skills, to design and deliver content to engage differing audiences, with clarity and resonance.

As an identified position, part of this role will involve significant interaction with Aboriginal and Torres Strait Islander communities and their representatives across Queensland. Applicants will need to demonstrate a knowledge and understanding of Aboriginal and Torres Strait Islander society.

This role will be engaged as a 12-month fixed-term contract. For further details, please refer to the position description:  First Nations Customer Experience Specialist (Indigenous Identified) - Position Description.pdf

About the Team

Being part of the Experience, Insights and Design team within Digital and Technology Group, we're not just shaping the customer and digital experience landscape; we're on a mission to make a real difference in the lives of injured workers. You’ll be a valued member of a team that cherishes the human side of experience, creating solutions that resonate and bring about positive change. In our collaborative space, laughter isn't just welcomed; it's a daily ritual. We understand the importance of enjoying the journey, and a good laugh is the spark that ignites our creativity. Your unique perspective is not just encouraged, it’s essential. We believe that diverse viewpoints are the foundation of innovation and excellence.  

You’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.  

How to Apply?

We are committed to finding amazing people to fill our vacancies but acknowledge that some standard recruitment processes do not always allow people, especially those from marginalised groups to shine. If there are any adjustments we can make or support we can offer in our recruitment process that will enable you to best present yourself and fully demonstrate your capability, please let us know how.

This is an Indigenous Identified position, and it is a genuine occupational requirement that this position be filled by an Aboriginal and/or Torres Strait Islander person. Only applications from Aboriginal and/or Torres Strait Islander people will be considered for this role. Applicants who do not meet this criterion for Indigenous Identified vacancy will not be considered.

One of the referees should be an Aboriginal and/or Torres Strait Islander person who can attest to the applicant’s knowledge, skills and experience as they relate to the cultural capabilities.

If you are eligible to apply for this vacancy, please submit your resume and a one-page response to Angela Ng, Senior Talent Specialist, addressing the following:

• Share more about yourself
• Your cultural connections
• Your cultural knowledge and experience
• Your skills and experience related to this role.

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).