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University of Queensland

Master’s Degree in Leadership: Service Innovation

University of Queensland via edX


Become a Modern Business Leader

The Master's degree program of Leadership in Service Innovation is a cutting-edge business degree, focused on organizational leadership, innovation, and customer experience.

In a rapidly changing business environment where customer experience, service excellence and innovation are what drive competitiveness, the Master of Leadership in Service Innovation prepares leaders to succeed by teaching them how to lead organizations that deliver exceptional customer experiences.

The University of Queensland Master's degree program takes a cross-disciplinary approach to address two key challenges that affect businesses, nonprofit organizations, and even the public sector. The first challenge is the move from a product-based to a service and experience-based economy, which demands that leaders have a strong background in customer experience, value co-creation, and change management.

The second challenge is the increasing importance of embedding a culture of continuous innovation in any organization.

The program blends research and best practices in business leadership, innovation, service science, management, and experience design. It helps students develop the transformational mindset and leadership skills needed to succeed in the modern economy.

The Master of Leadership in Service Innovation takes students on a journey from the economic changes that led to today’s experience-based value model, through all foundational aspects to ensure they are prepared for the future and ready to maximize organizational resilience and adaptability to change. The online program is designed for working professionals who are looking to accelerate their careers. Apply or enquire today, or get started with the MicroMasters® program in Business Leadership.


The total amount of credit required to graduate is 24 units. Students will complete the 4 courses that make up the MicroMasters program and pass the Business Leadership Capstone Assessment, which will count as 8 units, and go on to complete 8 addition courses, at 2 units per course. There is a Service Innovation Strategy capstone course which must be taken in the final term prior to graduation.

Courses in the Master’s program are:

  1. Becoming an Effective Leader
  2. Leading the Organization
  3. Leading High-Performing Teams
  4. Leading in a Complex Environment

Courses 1-4 and the Business Leadership Capstone Assessment comprise the Business Leadership MicroMasters program which counts for 8 units of the Master’s degree.

  1. Customer Experience Foundations
  2. Value Creation in Service
  3. Principles of Innovation
  4. Service Design Thinking
  5. Crafting a Service Innovation Culture
  6. Data and Analytics for Service
  7. Service Interaction in a Digital World
  8. Service Innovation Strategy (Capstone)

The MicroMasters program may be completed prior to, or in parallel with, the other courses. Courses 5 and 6 should be taken before courses 7-12. Course 12 should be taken in the final trimester of study.


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