Description:
About WorkCover
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.
About the Opportunity
WorkCover Queensland is embarking on an exciting enterprise transformation journey to modernise our systems, enhance customer experiences, and deliver greater value. This is a unique opportunity to help shape change at scale, right from the start. As an Experience Design Consultant in our Experience, Insights and Design team, you’ll join us on a 12-month fixed-term contract, with potential for extension, given the scale of transformation already underway and planned into the future.
This is a key opportunity to contribute to a range of high-impact, regulatory-aligned work packages across WorkCover Queensland. The role will focus on early-stage discovery and human-centred design, helping shape customer and staff experiences that deliver meaningful outcomes for our customers, our people, and the business.
In the early stages of your engagement, your focus will be on actively contributing to discovery work — collaborating with Business Analysts and cross-functional stakeholders at all levels to understand the current state, identify pain points, and design future-state experiences that are both innovative and practical. Your role will involve facilitating workshops and co-design sessions, translating insights into actionable recommendations that inform future project initiatives and improve service delivery across multiple touchpoints.
The ideal candidate is proactive, curious, collaborative, and values clarity and evidence-based insight. You will have a passion for creating solutions that are customer-first and practical for implementation.
You will also bring:
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Demonstrated experience in customer experience or service experience design, including the ability to plan and conduct research, map current state journeys, and lead collaborative workshops to inform redesign.
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Prior industry experiences working in customer experience/service design agencies and/or insurance/financial services is advantageous.
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Strong facilitation and communication skills, with the ability to run effective workshops, engage with diverse stakeholders, and distil complex insights into meaningful design opportunities.
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A proactive and consulting-style mindset — confident in working alongside non-technical and technical teams to translate process, data and operational insights into customer-centred solutions.
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Experience navigating regulatory and legislative contexts and delivering outcomes in environments where transformation requires balancing compliance, service quality, and human impact.
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Comfort working through ambiguous and evolving problem spaces, with a strong orientation toward actionable outcomes.
A bit about us:
The Digital and Technology team at WorkCover Queensland are a group of curious problem-solvers, tech enthusiasts, and change-makers who are passionate about using technology and data to enable better business outcomes. We thrive on collaboration, love a good whiteboard session (virtual or otherwise), and enjoy tackling complex challenges that create real value for our customers and colleagues. Whether we’re shaping new solutions or refining everyday processes, we support each other and take pride in driving impactful change across the organisation.
Working in a collaborative team environment within a supportive and engaged organisation, 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 do I apply?
Please submit your resume along with a covering letter that outlines your interest in the role and highlights your relevant experience. We encourage you to reflect on the key elements of the opportunity when preparing your application.
Applications close at 9am, Monday 19th of May.
We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.
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).