Collaborate with stakeholders across the enterprise to advance the organisations vision, strategy and culture through open and strong relationships.

Proactively engage in the Operations and Technology division Leadership Team (O&T LT), to offer strategic input that shapes transformation initiatives drive continuous improvement and enhance BAU outcomes.

Shape the resourcing model for the Customer Group to ensure alignment with organisational goals, ensuring effective delivery on strategic objectives.

Champion the WorkCover vision and strategy, the Operations and Technology Division and the Customer Group priorities to strengthen organisational alignment and engagement.

Advocate for a high-performance culture by modelling desired behaviours, inspiring employees at all levels to strive for high quality standards.

Provide strategic thought leadership and advise the Board, Executive Leadership Team (ELT), Chief Operations & Technology, and Senior Leadership Team (SLT) regarding emerging trends, risks, and opportunities.

Establish and own the customer and channel strategies, ensuring seamless, accessible, and compliant experiences aligned to regulatory standards.

Build, promote and manage the WorkCover brand ensuring alignment with our purpose and values.

Develop and implement the WorkCover Queensland customer strategy that aligns with the organisation's vision, values, and statutory obligations.

Shape and deliver the enterprise communication strategy covering corporate, customer and external communication.

Oversee the collection and analysis of customer insights to inform service design, communications and business improvement.

Shape and implement the enterprise brand and communication standards, tools and templates across all channels including written, social media, telephony and events.

Lead the provision of guidance and advice across the enterprise in relation to branding, events and communications.

Shape the design of an industry leading best practice customer experience covering the end-to-end claims process, collaborating across the enterprise to bring this to life.

Shape and implement relevant governance frameworks, policies, supporting tools/templates and operational reporting for the Customer Group, monitoring adherence across the enterprise and taking corrective action where required.

Collaborate with the Head of Operational Excellence to shape strategic performance measures and service levels for the Customer Group.

Shape operational performance measures and reporting for the Customer Group, collaborating with the Head of Operational Excellence to ensure alignment with strategic performance reporting.

Sponsor the delivery of relevant transformation initiatives and continuous improvement projects, most notably the WCQ website redesign, customer portal and customer mobile app, that drive brand promotion and customer advocacy, ensuring alignment with agreed timeframes, quality standards, budgets and Business Case benefits.

Champion the integration of customer insights into decision making, policy design, and operational improvement.

Cultivate a high performance, inclusive and engaged team for the Customer Group, by mentoring and coaching individuals, in alignment with People frameworks and policies.

Share successful planning and talent management strategies to cultivate future capabilities and develop the critical skills necessary for organisation success.

Establish a culture of proactive continuous improvement within the Customer Group, driving innovation and efficiency across all operations.

Shape and implement a comprehensive reporting framework for the Customer Group, ensuring timely and accurate date delivery to support strategic decision-making and improve operational performance.

Cultivate trusted relationship with Senior stakeholders across the enterprise including the Board, Executive Leadership Team (ELT), and other internal partners, to ensure the successful delivery of transformation initiatives, continuous improvement projects and BAU outcomes.

Establish and nurture relationships with potential and existing external partners, ensuring that fair, transparent and commercial arrangements are negotiated in accordance with Procurement frameworks and policies.

Represent the Chief Operating and Technology Officer at relevant external events as required ensuring adherence to the WorkCover Communications Policy.

Represent the Chief Operating and Technology Officer at relevant internal WorkCover forums and backfill for the Chief Operating and Technology Officer as required.

Undertake any other activities as required by the CEO or Chief Operating and Technology Officer to deliver transformation initiatives, continuous improvement projects or BAU outcomes.