Celia is a HR and recruitment professional with a broad range of experience across industry in Sydney, Melbourne, and Singapore. Industries consulted in include government at all levels, oil and gas and mining , finance and clinical health. Celia has a Bachelor of International Business and a Master of Journalism from QUT and has a background in media working for ABC radio and Universal Music. She started her working life as a nurse and has used her skill sets in Intensive Care Units to work part time while finalising her studies before embarking on her corporate career.Celia is working at OnTalent as Senior Client Partner Executive and Boards with a focus on Local, State and Federal Government clients, Statutory Authorities, and government owned corporations with clients such as Queensland Treasury Corporation, Queensland Reconstruction Authority and CSIRO. Celia also brings to this role, significant experience working with councils having worked with most of Qld’s 78 councils over the past seven years.Celia is passionate about promoting diversity in the boardroom, not just in terms of gender, but also in skills developed across different fields. She believes that a vibrant board can provide better strategic input and hold the executive team accountable, resulting in stronger company cultures and better workforces overall. One of the challenges that Celia has faced recently is the "war for talent," with a shortage of candidates in the market. Her advice to hiring managers is to commit fully to the recruitment process, make decisions in a timely manner, and keep candidates informed about the process and timeframes.Outside of work, Celia enjoys supporting her teenage son in his school and extra-curricular activities. She loves yoga, swimming, and travelling, particularly to Japanese snowfields.
- Lead the transformation of the customer experience
- Drive customer centric change in a new era
- Brisbane based supporting all Queenslanders
Transport and Main Roads (TMR) is a pivotal agency in Queensland, dedicated to creating a single integrated transport network accessible to everyone. With a strong commitment to delivering innovative and sustainable transport solutions, TMR plays a crucial role in connecting communities and enhancing the quality of life for all Queenslanders. United by a shared purpose, TMR focuses on making tangible difference through its delivery-focused approach, ensuring that the transport infrastructure meets the evolving needs of the population.
The role of the Executive Director Experience and Design will provide strong leadership to set the vision for the customer journey strategy allowing for seamless channel shift. The role will strategically lead the end-to-end product design for customers including internal products. Some of your responsibilities will include:
- Leading and driving the transformation of the cross-channel customer experience towards a customer-centric culture.
- Leading the development and definition of the current state customer and employee journey maps considering value at stake whilst prioritising pain points.
- Overseeing the definition, design and execution of cross channel initiatives and continuous improvement against priority journeys with design capability, complaints, and existing cross channel insights.
- Leading sustainable front line service provision and business operations which provide maximum value to the customer across product areas and support a positive and safe employee experience.
- Provides strong leadership and management of cross functional teams to design, build and deliver product improvements.
With a proven ability to strategically deliver employee-centric product services aligned with business priorities, you will excel in communication, negotiation, and leadership. You will be adaptable to change and have a strong track record of proactive learning and development. You will challenge established practices, explore business improvement opportunities, and effectively guide teams through challenging situations.
Joining TMR means becoming part of a team dedicated to improving the lives of Queenslanders through innovative transport solutions. TMR offers the opportunity to work on meaningful projects that make a real difference. Employees at TMR enjoy a collaborative and supportive work environment, driven by a shared purpose and commitment to excellence. By joining TMR, you will contribute to shaping the future of Queensland’s transport infrastructure, ensuring a more connected and accessible state for all.
For further information, please contact Celia Jones, Suzanne Grant or Jevon Seah on (07) 3305 5809.
Please note applications will be reviewed and processed as they are received so we encourage you to apply before the deadline date.
