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Service Design (CX for Public and Private Sector)


Start dates

13 October

Time commitment

6 weeks
(8-10 hours per week)


Tuesdays 7.30pm
(First webinar 18 October. Course material provided 13 October)


100% Online


Early bird – $1,400
Full price – $1,800
(Early bird offer is available until 23 September and cannot be used in conjunction with any other offer.)

Enrolments close

10 October

Download a free course guide

Set your business apart with the design and implementation of innovative strategies in customer experience (CX). Gain a foundational understanding in CRM technologies and explore theories in best practice, principles and customer service management methodology.

In an era of constant change, transformation and digital innovation, competition across all industries is escalating. In such an environment, CX has become the new battleground of competitive advantage, calling for businesses to create exceptional experiences in order to differentiate themselves in the market.

Engage in project-based-learning to explore key topics in value potential specific to your role. Understand your consumer, their journey and their desired outcomes to gain the insight required to build and execute pioneering experiences in customer service, ensuring your business excels in the creation of memorable consumer interaction.

This online course features a series of case studies in relation to the public sector, curated from leading industry sources and examined within webinar formats.

Career potential

In an increasingly competitive industry, the skills required to construct a unique, positive and lasting impression on the consumer are in more demand than ever.

Develop your understanding of CX and foundation of knowledge in the utilisation of CRM systems to demonstrate versatility and the ability to apply strategy in your field. Grow your career potential in customer service management, business consultancy, customer experience design and more.

Who should apply for this course

  • Aspiring customer success management professionals and career changers from a range of business and technology related fields
  • Professionals seeking further understanding of CX strategy and design, CRM technologies and customer success
  • Business development and sales professionals managing customer lifecycle looking to create new business opportunities and grow existing partnerships
  • Those working in the public and private sector

Learning outcomes

  • Critically appraise CRM usage to support organisations in generating sales
  • Evaluate criteria to construct customer experience processes
  • Create, identify and evaluate customer options via data held on CRM systems
  • Critically evaluate the key principles and practices of effective customer relationship management systems

Course presenters

Learn from industry experts

Donna Spencer

Donna is an independent design consultant. With 20-ish years experience, she has expertise across the entire design spectrum – from strategy to delivery and everything in between – and loves all of it. She has designed for a wide range of problems across all kinds of industries, with a particular emphasis on information architecture and complex employee experience problems. Recognised internationally as a leading UX practitioner, Donna is a regular conference speaker and has written five UX-related books. She created UX Australia and ran it for 9 years.

Course structure

Module 1

CX design

  • Introduction to customer experience (CX) and CX design
  • The design-discipline behind great CX
  • The CX design process
Module 2

Customer journey and experience analysis

  • Getting to know your customer
  • Customer journey mapping
  • CX blueprint
Module 3

Developing CX strategy

  • Developing a CX strategy for your customers
  • Technology driven success
  • Stakeholders for CX projects
  • Articulating an aspirational future state
  • Creating the plan
  • Enabling operational success
Module 4

Customer success

  • Customer success fundamentals
  • Developing customer success strategies
  • Implementation of customer success frameworks
Module 5

Customer relationship management

  • Building customer relationships
  • Managing customers
  • CRM
Module 6

Evaluating and optimising success

  • Evaluating strategic performance
  • Continuous improvement
  • Creating and implementing improvements

Why choose UC Pro

UC Endorsed

Backed by the reputation of one of Australia’s top 10 universities.

THE World University Rankings 2021


University expertise with practical workforce skills. Taught by industry experts.

Fast and flexible

Short courses that fit in with your busy lifestyle.

Study your way

Online, in-person and blended learning to suit your lifestyle.

UC Endorsed

Upon completion of the Service Design (CX for Public and Private Sector) course you will earn a digital badge and certificate of completion from UC Pro that you can share on your resume and LinkedIn profile.

Ready to apply?

Are you ready to take your skills to the next level? Apply today and study your way.

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