CX Design Lead: Aged Care Experience & Innovation

Job Q; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Salary packaging up to $15,990

Novated leasing

Meals and Entertainment card up to $2,

Fitness Passport (FP)

Employee Assistance Program (EAP)

Job summary

St Vincent's Care is seeking an experienced CX Design Lead to drive the strategic evolution of Everyday Choices and Retirement Living offerings. You will apply customer insight, human-centred design and commercial thinking to identify needs, prototype ideas and scale services across our Residential Aged Care and Retirement Living communities.

The Brisbane-based, full-time role reports to the Insights & Innovation Manager and requires leading end-to-end service design, pilots and implementation

Qualifications

• Proven experience in customer experience, service design and human-centred design.
• Strong ability to lead cross-functional initiatives and workshops.
• Experience scaling services across multiple sites or segments.

Responsibilities

• Lead end-to-end CX design for new services across aged care and retirement living.
• Translate insights into compelling concepts, briefs and value propositions.
• Design journeys, blueprints, prototypes and operating models.
• Oversee pilots, tests, rollout and continuous improvement.
• Build playbooks and resources to enable scale across 23 homes and 8 villages.

Skills

CX design

Design leadership

User research

Service blueprinting

Stakeholder facilitation

Workshop facilitation

Commercial acumen

Education

Degree in design/commerce/innovation

Job description

St Vincent's Care is seeking an experienced CX Design Lead to drive the strategic evolution of Everyday Choices and Retirement Living offerings. You will apply customer insight, human-centred design and commercial thinking to identify needs, prototype ideas and scale services across our Residential Aged Care and Retirement Living communities.

The Brisbane-based, full-time role reports to the Insights & Innovation Manager and requires leading end-to-end service design, pilots and implementation