About COEX Container Exchange (COEX) operates Queensland’s Containers for Change scheme, a circular economy initiative enabling millions of containers to be refunded every day. With over 10 billion containers saved from landfill and more than $1 billion returned to Queenslanders, COEX is driving real environmental, community and economic outcomes across the state. COEX is a not-for-profit organisation on a mission to make recycling intuitive, accessible, and impactful, ensuring no container goes to waste. About the Role COEX is investing in the next evolution of its customer services, making recycling simpler and more rewarding for every Queenslander. As Service Design Lead, you’ll be part of the Strategy, Design & Technology function and collaborate with Product, Operations, Technology, Network Partners, and Insights to design seamless experiences across both physical and digital touchpoints. You’ll play a key role in shaping priority programs, including the Business Program and Schools Program, by improving customer journeys, streamlining services, and embedding customer insights into every decision. What you’ll be doing Lead service and journey design across multi-channel touchpoints Identify friction points and design targeted improvement initiatives Translate customer insight into prioritised change across Product, Tech, and Ops Support service testing, implementation, and performance measurement Clarify service standards and ownership as services evolve Ensure accessibility and inclusivity guide design decisions Champion the customer in operational and strategic conversations What we’re looking for A collaborative and influential Service Design specialist who thrives in complex environments and loves turning insight into action. You’ll align naturally with the COEX values - Be proactive, Value others, Work together, Contribute positively, and Be transparent . You’ll also bring: 5 years’ experience in Customer Experience and/or Service Design delivery Background in customer-focused environments (e.g. utilities, superannuation, telco, insurance, banking) Confidence working autonomously while engaging collaboratively across teams Ability to simplify complexity and communicate clearly Strong stakeholder management and influencing skills A practical understanding of operational feasibility and commercial impact Experience across both digital and physical customer environments Eligibility to hold a Blue Card Ability to obtain and maintain a satisfactory criminal history check Why join COEX? COEX is officially Great Place To Work® certified and recognised as an Inclusive Employer by Diversity Council Australia, a reflection of their culture, impact, and values in action. Here you’ll find: Purpose-driven work with visible impact for community and planet A high-profile program where you can genuinely shape customer experience A collaborative, values-led culture that celebrates initiative and ideas Hybrid working flexibility from their Brisbane CBD HQ The chance to build something meaningful and lasting Interested? Reach out for a confidential chat, or submit your CV and cover letter in word format below. Cass Barker, Director, Gybe Consulting: 0431 625 791 cassbarker@gybeconsulting.com.au
