CX Design Lead

St Vincent's Hospital Melbourne; Brisbane; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Salary packaging options

Novated leasing

Meals and Entertainment card

Fitness Passport

Job summary

St Vincent's Care is seeking a CX Design Lead in Brisbane to shape the strategy and growth of Everyday Choices and Retirement Living services. You will translate insights into scalable services across 23 aged care homes and eight retirement villages, guiding end-to-end development from research to implementation.

You will lead cross-functional teams, balance customer needs with feasibility and compliance, and drive measurable improvements in resident experience and commercial outcomes.

Qualifications

• Tertiary qualification in design, business, innovation or related discipline.
• Postgraduate study or formal training is highly regarded.
• Significant experience in customer experience, service design or new service development.

Responsibilities

• Lead end-to-end development of non-clinical products and services.
• Conduct resident and family research to identify unmet needs and opportunities.
• Design customer journeys, service blueprints and operating models.
• Develop and test service bundles, pricing and propositions.
• Oversee pilots, measure success, scale or discontinue as needed.
• Build playbooks and training to enable scale.

Skills

Design thinking

User research

Service design

Customer journey mapping

Commercial acumen

Workshop facilitation

Cross-functional collaboration

Prototyping

Education

Tertiary qualification in design or related

Postgraduate study preferred

Experience in regulated multi-site environments

Tools

None

Job description

Job Description

Brisbane | Full-time | 24-month contract

At 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 opportunity

This 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 opportunities
• Translate insights into compelling concepts, design briefs and value propositions
• Design customer journeys, service blueprints, prototypes and operating models
• Build and manage a pipeline of new 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, commercial performance 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.

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 you

You 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 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.

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 annum.

Friendly team environment with a great community care spirit.

Access 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 influence.

Design services that improve choice, connection and quality of life for ageing Australians.

Take ideas f