CX Design Lead — Transforming Aged Care Experiences

St Vincent's Health Australia; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Salary packaging up to $15,990

Novated leasing

Meals & Entertainment card up to $2,65

Fitness Passport

Job summary

St Vincent’s Care, part of St Vincent’s Health Australia, seeks a CX Design Lead to shape the everyday choices portfolio across residential aged care and retirement living. You will drive customer-centric services from research through to scalable implementation, partnering across Operations, Hospitality, Lifestyle and Finance to deliver enhanced resident experiences nationwide.

The role is Brisbane-based, full-time on a 24-month contract, reporting to the Insights & Innovation Manager.

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 balancing customer needs, feasibility, viability and compliance

Responsibilities

• Conduct resident and family research to uncover unmet needs and service opportunities
• Translate insights into concepts, design briefs and value propositions
• Design customer journeys, service blueprints, prototypes and operating models
• Build and manage a pipeline of lifestyle, wellness, dining, transport, concierge and digital offerings
• Develop and test service bundles, packaging, pricing and propositions
• Lead pilots, establish success measures and decide on scaling or discontinuation
• Create playbooks, resources and training to scale services
• Monitor adoption, utilisation and service outcomes
• Lead cross-functional workshops across Operations, Hospitality, Lifestyle, Finance, Marketing, Sales, Technology, Legal and Clinical teams
• Visit aged care homes and retirement villages as required

Skills

Cross-functional collaboration

Research & insights

Customer journey design

Service blueprinting

Education

Tertiary qualification in design, business, innovation, marketing, or related discipline

Job description

St Vincent’s Care, part of St Vincent’s Health Australia, seeks a CX Design Lead to shape the everyday choices portfolio across residential aged care and retirement living. You will drive customer-centric services from research through to scalable implementation, partnering across Operations, Hospitality, Lifestyle and Finance to deliver enhanced resident experiences nationwide.

The role is Brisbane-based, full-time on a 24-month contract, reporting to the Insights & Innovation Manager.