CX Design Lead: Aged Care Experience & Growth

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

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.