Carer Gateway Service and Experience Designer

Wellways Australia; Brisbane; On-site; AUD 74,000 - 77,000; Full time

Benefits offered by this job

Salary packaging up to $15,899

Meal and Entertainment packaging up to

17.5% leave loading

Paid parental leave

Employee Assistance Program

Professional development opportunities

Job summary

Wellways Australia seeks a Carer Gateway Service and Experience Designer to shape accessible, meaningful service experiences for carers. Working across the Carer Gateway program, you'll employ human-centred design, service design and systems thinking to map the end-to-end carer journey, gather insights from carers and frontline teams, and translate them into practical design solutions.

You will undertake research, facilitate co-design, and turn evidence into journey maps, blueprints, ecosystem

Qualifications

• Experience in service design in complex environments.
• Ability to synthesize qualitative and quantitative insights.
• Experience in co-design, ideation, prototyping, testing.

Responsibilities

• Design better service experiences for carers using human-centred and service design methods.
• Turn insights from carers into practical service improvements.
• Develop journey maps, service blueprints and interaction designs to guide teams.

Skills

Human-centred design

Service design

Research & discovery

Co-design & prototyping

Journey maps & blueprints

Systems thinking

Facilitation & stakeholder engagement

Visual communication

Miro / digital collaboration

MS Office / equivalents

Education

Tertiary qualification

Tools

Miro

MS Office

Job description

Carer Gateway Service and Experience Designer

Location

QLD, Upper Mount Gravatt

Employment type

Full time

Posted

Posted Today

Applications close

15 October 2026

Job requisition ID

JR106418

• Design better service experiences for carers through human-centred design.
• Turn carer insights and lived experience into practical service improvements.
• $53.43–$55.85 per hour (SCHADS Level 5B) + Leave loading + Super + Salary packaging

Wellways is committed to reconciliation, lived experience and inclusivity. We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with lived experience of mental health and disability, and people who identify as LGBTIQA+ to apply. Even if you only meet some of the criteria, we’d love to hear from you.

About this Program

Carer Gateway is an Australian Government-funded program providing free services and support to unpaid family carers. Wellways delivers Carer Gateway across Queensland and selected regions of New South Wales, supporting carers at all stages of their caring journey.

About this Opportunity

Join Wellways as a Carer Gateway Service and Experience Designer and help shape better, more accessible and meaningful service experiences for carers.

Working across the Carer Gateway program, you’ll use human-centred design, service design and systems thinking to understand how carers experience our services from end to end. You’ll bring together insights from carers, frontline teams, service data, partners and existing evidence to identify needs, barriers and opportunities for improvement.

You’ll undertake research and discovery, facilitate co‑design and ideation, and turn evidence into practical design solutions. This could include developing journey maps, service blueprints, ecosystem maps, experience flows, service concepts, interaction designs and prototypes that help teams understand what is happening across the service and where the experience can be improved.

You’ll work alongside carers and teams across Service Delivery, Lived and Living Experience, Access and Inclusion, Training and Development, Technology, Quality and Partnerships to test ideas, refine solutions and support practical service improvements.

This is a hands‑on design role for someone who enjoys making sense of complex services, uncovering what matters to people and translating insights into improvements that teams can actually use.

You will need:

• Relevant tertiary qualification and/or demonstrated experience in service design, human‑centred design or a related field
• Experience applying human‑centred design, service design or service redesign approaches in complex service environments.
• Experience undertaking research and discovery and synthesising qualitative and quantitative insights
• Experience in co‑design, ideation, prototyping, testing and iterative design
• Ability to develop journey maps, service blueprints, experience flows, service concepts and other design artefacts
• Ability to translate complex research and service insights into clear problem definitions and practical opportunities for improvement
• Understanding of systems thinking, inclusive design, accessibility, equity and cultural safety
• Strong facilitation, communication, collaboration and stakeholder engagement skills
• Strong visual communication and documentation skills
• Proficiency with digital collaboration and visualisation tools such as Miro, alongside Microsoft Office or equivalent tools

You will also need:

• Current valid Driver Licence
• Right to work in Australia
• Satisfactory National Police Records Check
• Satisfactory Working with Children Check
• Completion of required regulatory training modules

About Us

Wellways Australia is a leading not-for-profit organisation supporting people, families and communities across mental health, disability, carer and community services.

We work alongside people to build skills, confidence, independence and stronger relationships. Our services are grounded in evidence, lived experience, inclusion and participation, with advocacy at the heart of creating better opportunities for people and communities.

What we offer

• A purpose‑driven culture where people can thrive, everyone is respected and differences are valued
• An equitable, diverse and socially inclusive workplace
• Salary packaging up to $15,899
• Meal and Entertainment salary packaging up to $2,650 per annum
• 17.5% leave loading when taking annual leave
• Paid parental leave after 12 months of ongoing employment
• Access for you and your family to our Employee Assistance Program
• Opportunities for professional development and learning

Interested?

For a confidential discussion about the role, please contact Puru Kundu at [e-mail] or 0407 922 641.

Wellways Australia Limited is committed to safeguarding children and vulnerable people. All applicants applying for roles within Wellways must undergo a screening process prior to successful appointment.