Manager of Client Experience

About This Opportunity

Bring your strategic leadership and passion for exceptional client experience to The University of Queensland Library. As Manager of Client Experience, you will lead the delivery of the Library’s Tier 1 enquiry services team across multiple campuses, ensuring a consistent, inclusive and high-quality experience for every client.

Key responsibilities will include:

• Providing strategic and operational leadership of the Client Experience team to deliver consistent, client-centred Tier 1 enquiry services across in-person and digital channels
• Driving service innovation, workforce planning and continuous improvement initiatives to enhance performance, scalability and service quality
• Leading capability development and coaching for Coordinators and frontline teams, fostering a high-performing, inclusive and collaborative culture
• Building strong partnerships across Library teams and University stakeholders to enable seamless, connected and student-centred service delivery