CX Design Lead

St Vincent's Health Australia; Brisbane; On-site; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Salary packaging options up to $15,990

Novated leasing

Meals and Entertainment card up to $2,

Fitness Passport (FP)

Employee Assistance Program (EAP)

Career development opportunities

Job summary

St Vincent’s Care in Brisbane seeks a CX Design Lead to shape and grow customer-centred products and services for Residential Aged Care and Retirement Living. You will lead insight-to-implementation, pilot design and national scaling, reporting to the Insights & Innovation Manager.

You’ll drive resident experience, commercial viability and cross‑functional collaboration, enabling new non‑clinical offerings across 23 aged care homes and eight villages.

Qualifications

• Tertiary qualification in design, business, innovation, marketing, behavioural science or related discipline.
• Significant demonstrated experience in customer experience, service design, human-centred design and new service development.
• Experience scaling services across multiple locations or customer segments is advantageous.

Responsibilities

• Conduct resident and family research to uncover unmet needs and service opportunities.
• Translate insights into concepts, design briefs and value propositions.
• Lead cross-functional workshops and decision-making across Operations, Hospitality, Lifestyle and other teams.
• Develop and test service bundles, pricing and customer propositions.
• Create playbooks, implementation resources and training approaches for scaling services.

Skills

Customer research

Service design

Workshop facilitation

Education

Tertiary qualification in design, business, innovation, marketing, behavioural science, customer experience, commercial management or related discipline

Job description

Job Description:Brisbane | Full-time | 24-month contractAt St Vincent’s Care, we believe ageing should come with greater choice, connection and opportunities to live well.We are seeking an experienced and commercially minded CX Design Lead to create and grow customer-centred products, services and experiences across our Residential Aged Care and Retirement Living communities.About the opportunityThis newly created role offers the opportunity to lead the strategic evolution of our Everyday Choices and Retirement Living fee-for-service portfolios. You will use customer insight, human-centred design and commercial thinking to identify unmet needs, test new ideas and translate promising concepts into services that can be successfully implemented and scaled.Your work will help residents access more of the lifestyle, wellbeing, hospitality, personal and premium experiences that matter to them, while supporting sustainable organisational growth.As CX Design Lead, you will oversee the end-to-end development of new non-clinical products and services, from research and opportunity identification through to prototyping, piloting, implementation and continuous improvement.This Brisbane-based position is full-time and offered as a 24-month contract. The role reports to the Insights & Innovation Manager.Key Responsibilities:Conduct resident and family research to uncover unmet needs and service opportunitiesTranslate insights into compelling concepts, design briefs and value propositionsDesign customer journeys, service blueprints, prototypes and operating modelsBuild and manage a pipeline of new lifestyle, wellness, dining, transport, concierge, personal service and digital offeringsDevelop and test service bundles, packaging, pricing and customer propositionsLead pilots, establish success measures and recommend whether services should be improved, scaled or discontinuedCreate practical playbooks, implementation resources and training approaches that enable services to scaleMonitor customer adoption, utilisation, commercial performance and service outcomesLead cross-functional workshops and decision-making across Operations, Hospitality, Lifestyle, Finance, Marketing, Sales, Technology, Legal and Clinical teamsBuild service design and customer experience capability across the organisationVisits to aged care homes and retirement villages as required.The role supports services delivered across 23 Residential Aged Care homes and eight Retirement Villages nationally, helping improve how more than 3,000 ageing Australians access and experience additional products and services.About youYou are a strategic thinker and practical designer who can move confidently between customer research, creative problem-solving, commercial analysis and operational delivery.A tertiary qualification in design, business, innovation, marketing, behavioural science, customer experience, commercial management or a related discipline is preferred.Postgraduate study or formal training in the same will be highly regarded.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 will be highly regarded.Experience scaling services across multiple locations or customer segments would also be advantageous.Demonstrated experience in customer experience, service design, human-centred design, innovation or new service developmentStrong 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.Why join St Vincent’s Care?Join an inclusive, compassionate, and purpose-led organisation committed to social justice, equity, and leading as One St Vincent's. Our work is guided by the values of Compassion, Justice, Integrity and Excellence.More take-home pay with competitive salary packaging options up to $15,990, Novated leasing, plus an optional Meals and Entertainment card up to $2,650 per annumFriendly team environment with a great community care spiritAccess to the Fitness Passport (FP), Employee Assistance Program (EAP) for you and your family, excellent internal career development and more!Shape a newly created role with genuine strategic influenceDesign services that improve choice, connection and quality of life for ageing AustraliansTake ideas from early insight through to implementation and national scaleHelp define the future of customer-funded services in aged care and retirement livingPre-Employment ChecksYour employment is conditional upon the completion of all required pre-employment checks, including a Nationally Coordinated Criminal History Check and an NDIS Worker Screening Check where applicable.Equal Opportunity and ReconciliationAt St Vincent’s, we value inclusivity and diversity. We acknowledge the importance of creating a work environment that is welcoming, safe, fair, and impartial, and we invite people from all backgrounds to join us.St Vincent’s Health Australia embraces Aboriginal and Torres Strait Islander people’s unique perspectives, knowledge, and culture. We warmly encourage applications from Aboriginal and Torres Strait Islander Peoples. For further information, visit https://www.svha.org.au/about-us/reconciliationHow To ApplyPlease submit your application via the Apply button. Email applications will not be accepted at this time.Respectfully, no recruitment agencies.Closing Date:22 November 2026 11:59pmReconciliation Action Plan:At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at [e-mail]