CX Design Lead: Aged Care & Senior Living Innovation

St Vincent's Private Hospital Toowoomba; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary packaging up to $15

Novated leasing

Meals & Entertainment card up to $2, -

Job summary

St Vincent’s Care Brisbane is seeking an experienced CX Design Lead to shape everyday choices and premium experiences across Residential Aged Care and Retirement Living. You will translate insights into tangible services from research to piloting and implementation.

This Brisbane-based role leads end-to-end development of non-clinical products, builds a pipeline of lifestyle and digital offerings, and partners across Operations, Hospitality, Finance and Technology to scale services.

Qualifications

• 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.
• Commercial acumen and the ability to balance customer needs, operational feasibility, commercial viability and portfolio performance.

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.

Skills

Customer research

Journey mapping

Service blueprinting

Prototyping

Pilot design

Commercial acumen

Cross-functional leadership

Stakeholder facilitation

Workshop facilitation

Multi-site experience

Education

Tertiary qualification in design or related field

Postgraduate study or formal training

Job description

St Vincent’s Care Brisbane is seeking an experienced CX Design Lead to shape everyday choices and premium experiences across Residential Aged Care and Retirement Living. You will translate insights into tangible services from research to piloting and implementation.

This Brisbane-based role leads end-to-end development of non-clinical products, builds a pipeline of lifestyle and digital offerings, and partners across Operations, Hospitality, Finance and Technology to scale services.