Chief Customer Experience Officer

Residential Tenancies AuthorityVisit Website


As a critical member of the Executive Leadership Team (ELT), the Chief Customer Experience Officer (CCXO) will lead, develop and oversee the Customer Experience division which provides a range of services such as call centre, dispute resolution and bond management. Critical to success will be the need to identify, plan, design and implement strategies to achieve excellence in customer experience and satisfaction, while also promoting a culture of customer-care across the RTA. This position is a three-year fixed term, flexible full-time role and is located in the Brisbane CBD.


The Residential Tenancies Authority (“RTA”), is a state government statutory authority that helps make renting work for everyone. The RTA provides tenancy information and support, bond management, dispute resolution, investigation, and policy and education services to the residential rental sector. The RTA’s Purpose is “Empowering positive relationships and administering fairness in the rental sector by providing tailored information, education and regulation for all Queenslanders.”


The RTA administers the Residential Tenancies and Rooming Accommodation Act 2008 (the Act) and works with all sector groups including tenants, property managers and owners, community and industry stakeholder groups and the Queensland Government.


The CCXO is responsible for building, maintaining and protecting the RTA’s reputation as a high-performing service provider across a multitude of customer and stakeholder requirements and platforms.


Success will come through effectively leading the development, implementation and advancement of the RTA’s Customer Experience strategy, ensuring the alignment to the RTA Strategic Plan, including the Digital Strategy. The drive to explore new channels and improve customer experience will be attractive to those who relish this opportunity.


A critical part of the role will be to provide high level strategic analysis and policy advice to the Minister, RTA Board, Chief Executive Officer and members of the Executive Leadership Team on all aspects of the customer-centric strategic priorities and operational performance issues.


To be considered for this exciting opportunity ideally you will have successfully led organisations on a digital customer journey and have the experience in benchmarking performance data against global best practice thereby evolving the customer experience.


Your proven leadership skills, business acumen and ability to actively input to strategy is required.


Tertiary education and a relevant qualification in business administration or project management would be considered highly desirable.


What we offer is:

Working from home is available for the successful candidate during the COVID-19 pandemic;
The benefits of flexible working arrangements offered by the public service;
Ongoing development opportunities through on the job experience with high performing leaders and peers, coaching and formal learning programs; and
A highly supportive culture that values and contributes to team success.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.


To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact David Reynolds on 0411 434 056, or Ryan Webster on 0427 329 443.

Applications close 6th July, 2020 Apply Online

Chief Customer Experience Officer

Residential Tenancies Authority

$205582 to $222277
Public Sector State/Territory
Community Services and Development
Consulting and Strategy
Organisational Leadership
Work Type
Full Time - Fixed Term