Brisbane-Based CX Design Lead for Everyday Living

St Vincent's Care Services; Brisbane; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive salary packaging up to $15

Novated leasing

Meals and Entertainment card up to $2,

Fitness Passport (FP)

Employee Assistance Program (EAP)

Inclusive team environment

Job summary

St Vincent's Care Services – Spring Hill QLD is seeking an experienced CX Design Lead to shape everyday choices and premium experiences across our Residential Aged Care and Retirement Living communities. Lead end-to-end development of new non-clinical products and services from research through prototyping, piloting, implementation and continuous improvement.

This Brisbane-based, 24-month contract offers strategic influence, collaboration across functions and meaningful impact on residents'

Qualifications

• Significant demonstrated experience may be considered equivalent to formal qualifications.
• Experience in aged care, retirement living, health, hospitality or another regulated, multi-site service environment.
• Experience scaling services across multiple locations or customer segments.
• Demonstrated experience in customer experience, service design, human-centred design, innovation or new service development.
• Strong customer research, journey mapping, service blueprinting, prototyping and pilot design capabilities, with the ability to translate customer insights into practical and scalable service solutions.
• Commercial acumen and the ability to balance customer needs, operational feasibility, commercial viability, compliance requirements and portfolio performance when developing and implementing services.
• Proven ability to lead cross-functional initiatives, influence stakeholders, facilitate workshops, communicate effectively, and bring structure and momentum to complex or ambiguous opportunities.
• Behaviour and values consistently aligned with the Mission, Vision and Values of St Vincent's.

Responsibilities

• Conduct resident and family research to uncover unmet needs and service opportunities.
• Translate insights into concepts, design briefs and value propositions.
• Design customer journeys, service blueprints, prototypes and operating models.
• Build and manage a pipeline of lifestyle, wellness, dining, transport, concierge, personal service and digital offerings.
• Develop and test service bundles, packaging, pricing and customer propositions.
• Lead pilots, establish success measures and recommend whether services should be improved, scaled or discontinued.
• Create practical playbooks, implementation resources and training approaches that enable services to scale.
• Monitor customer adoption, utilisation and service outcomes.
• Lead cross-functional workshops and decision-making across Operations, Hospitality, Lifestyle, Finance, Marketing, Sales, Technology, Legal and Clinical teams.
• Build service design and customer experience capability across the organisation.
• Visits to aged care homes and retirement villages as required.

Skills

Strategic thinking

Practical design

Customer research

Journey mapping

Service blueprinting

Prototyping

Pilot design

Commercial acumen

Cross-functional leadership

Workshop facilitation

Effective communication

Structured momentum

Values alignment

Education

Tertiary qualification in design/ business/ innovation/ marketing/ behavioural science/ CX or related

Postgraduate study or formal training

Job description

St Vincent's Care Services – Spring Hill QLD is seeking an experienced CX Design Lead to shape everyday choices and premium experiences across our Residential Aged Care and Retirement Living communities. Lead end-to-end development of new non-clinical products and services from research through prototyping, piloting, implementation and continuous improvement.

This Brisbane-based, 24-month contract offers strategic influence, collaboration across functions and meaningful impact on residents'