Principal Digital Channel Management

Job Description

The Digital Customer (Smart Service Queensland) stream provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter, and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.Queensland Online designs, develops, delivers, manages, and maintains hundreds of digital services for Queensland Government. The Online Experience team, within Queensland Online, is focused on the digital channel and working to support teams across government delivering effective content and services to the people of Queensland. This means working with colleagues, partners, and business owners across diverse content to enhance the online experience for everyone. The purpose of this role is to provide advice and support to the broader team and across government in how to effectively leverage the digital channel to deliver services. This includes encouraging compliance with policies and standards (like accessibility), providing advice to agencies on best practices, collaborating with technical and design specialists, contributing to major projects, solving problems and issues to make things better, and building and maintaining an active community of significant contributors who deliver through the qld.gov.au digital channel.Key Responsibilities Include: Contribute to the transformation of digital service delivery and drive continuous improvement of Queensland Government digital channels through significant projects and bodies of work. Oversee the planning and operation of the qld.gov.au network, coordinating activities and managing key stakeholder relationships to support its success. Support compliance and implementation of the design system, digital policies, and guidelines in the Queensland Government digital environment. Work with agencies and service delivery partners to identify opportunities, risks, issues, and future direction to support the ongoing development and delivery of simpler, clearer, and faster services to Queenslanders. Contribute to the development and management of a multi-channel content approach. Manage and facilitate internal resource allocation for the Team including delegation of work, in order to meet client agency levels and program objectives. Ensure appropriate tools are deployed to enable issues and client satisfaction to be tracked and trends identified and reported. Maintain own professional development and contribute to the professional development of others. Contribute to and represent Smart Service Queensland's values, behaviours, and positive, professional working culture across government and within industry networks. Contribute to managing and leading staff within the broader team including recruitment and selection, coaching and development of staff and succession planning in order to achieve established outcomes for the group. Applications will remain current for 12 months.Occupational group: Administration #J-18808-Ljbffr