We are looking for an experienced User experience/Customer Experience (UX/CX) professional who will work with the Agency’s Communication-Experience team, focusing on the ongoing development of stakeholder experience delivery and supporting the agency with recommendations to maximise opportunities for continuous improvement in customer service.

Duties include:
• Delivery and maintenance of the end-to-end stakeholder journey maps, drawing on existing user persona research, customer surveys and stakeholder engagement opportunities
• Establishing road maps/blueprints for success for each of IP Australia’s stakeholders from stakeholder experience research, identifying tailored recommendations and solutions for improved experience
• Identify content opportunities (through cross team collaboration) that aligns with the customer journey, identifying areas for continuous improvement, supporting the broader Communication team in implementing new communication channels
• Using data and analytics to improve the user interface/experience for IP Australia’s core communication channels
• Co-designing (and testing) new Information Architecture for the website redevelopment and intranet implementation
• Assisting with research and analysis project work, CIM/CRM requirements gathering, scoping and implementation
• Ability to mentor colleagues with the Communication-Experience team to further develop their capability.