Manager, Client Experience

• Digital Capability and Student Experience team (UQ Library)

• Full-time (100% FTE), continuing position

• Base salary will be in the range $120,317 - $134,892 + 17% super (HEW Level 8)

• Based at our Vibrant St Lucia Campus 

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. Working within a collaborative and forward-thinking function, you will play a pivotal role in shaping service excellence, enhancing digital capability, and fostering a welcoming environment where every student and client feels they belong.

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

You are a purposeful and inclusive leader with a demonstrated ability to shape and deliver high-volume client services in complex environments. You bring a balance of strategic thinking and operational excellence, with a passion for creating meaningful, equitable experiences for diverse users.

• A postgraduate qualification, or an equivalent blend of education and experience, with the ability to contribute effectively within complex environments such as research-intensive universities or similarly structured organisations

• Demonstrated experience leading through others, supporting Coordinators or Supervisors to grow and succeed, while nurturing leadership capability and cultivating a culture that values inclusion, respect and shared success

• Experience guiding high-volume, client-facing services delivered across multiple locations and channels, with a flexible and responsive approach to workforce planning and resource allocation

• Confidence working with student systems and digital tools that enable service delivery, alongside a genuine interest in supporting others to build their confidence and capability in using these tools

• A collaborative approach to service improvement and change, with experience contributing to innovation, adopting new technologies and shaping service models that are adaptable and sustainable

• Experience drawing on data, insights and feedback to understand service performance, identify opportunities for enhancement and support informed decision-making

As part of the UQ community, you’ll have the opportunity to work alongside inspiring and collaborative colleagues, united by a shared purpose of creating change together. You will be part of a connected network where your ideas, leadership and impact are valued, and where you can contribute to delivering meaningful outcomes for students and communities.

UQ continues to strengthen its student experience through innovation and excellence, with initiatives recognising the importance of enhancing learning outcomes and engagement across the University community.

Join a university where excellence is at the core of our culture and where you will be challenged, inspired and rewarded. Enjoy a range of benefits including flexible work arrangements, health and wellbeing programs, paid parental leave, and opportunities for professional growth and development.

For more information about this opportunity, please contact Sasha Wells – ([email protected]). For application inquiries, please reach out to the Talent Acquisition team at [email protected], stating the job reference number (below) in the subject line.  

When you apply, please ensure you upload a resume and cover letter summarizing how your background aligns to the ‘About You’ section. Please note that applications received via email will not be accepted. 

Pre-employment checks may include: verification of the right to work in Australia, criminal history checks. This may also include checks relating to gender-based violence matters or other integrity and conduct requirements.

You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.

We’re dedicated to equity, diversity and inclusion. We recognise that career pathways and opportunities differ and encourage applications from candidates who may not meet every criterion but can demonstrate their potential relative to opportunity. We’re also happy to support any accessibility needs throughout the recruitment process.

Applications close Sunday 5 July 2026 at 11.00pm AEST (R-66063).