CX Design Lead — Redefine Senior Living Experiences

St Vincent's Private Hospital Brisbane; Brisbane; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Salary packaging

Novated leasing

Meals and Entertainment card

Job summary

St Vincent’s Care is seeking a CX Design Lead in Brisbane to shepherd the strategic evolution of Everyday Choices and Retirement Living offerings. You will combine customer insights with commercial thinking to identify unmet needs and translate ideas into scalable services.

The role oversees end-to-end development of new non-clinical products, from research through prototyping, piloting and continuous improvement, reporting to the Insights & Innovation Manager.

Qualifications

• A tertiary qualification in design, business, innovation, marketing, behavioural science, customer experience, commercial management or related discipline preferred.
• Postgraduate study or formal training will be highly regarded.
• Experience in aged care, retirement living or multi-site service environments is advantageous.

Responsibilities

• Lead end-to-end development of new non-clinical products and services.
• conduct resident and family research to uncover unmet needs.
• Translate insights into concepts, briefs and value propositions.
• Design customer journeys, service blueprints, prototypes and operating models.
• Develop and test service bundles, packaging and pricing.
• Lead pilots and determine scale or discontinuation decisions.

Skills

Customer research

Journey mapping

Service blueprinting

Prototyping

Pilot design

Cross-functional leadership

Education

Tertiary qualification in design

Postgraduate study or formal training

Job description

St Vincent’s Care is seeking a CX Design Lead in Brisbane to shepherd the strategic evolution of Everyday Choices and Retirement Living offerings. You will combine customer insights with commercial thinking to identify unmet needs and translate ideas into scalable services.

The role oversees end-to-end development of new non-clinical products, from research through prototyping, piloting and continuous improvement, reporting to the Insights & Innovation Manager.