Senior Service Designer

Service Design Jobs; Australia; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Tax-free salary packaging up to $18, ?

Novated car leasing

Job summary

BaptistCare is seeking a Senior Service Designer to shape services that are effective, sustainable and human-centred. You will lead service design, map journeys and drive continuous improvement across consumer, employee and community experiences.

Reporting to the Enterprise Service Design Lead, you will collaborate with frontline teams, experts and leaders to uncover opportunities and deliver meaningful change. This is a full-time permanent role based in Australia.

Qualifications

• Experience leading complex service design initiatives.
• Advanced capability in human-centred design and journey mapping.
• Proven ability to translate research into practical outcomes and measurable improvements.

Responsibilities

• Lead service design across diverse streams to improve quality and safety.
• Facilitate co-design workshops and stakeholder engagement.
• Map service journeys and develop implementation-ready solutions from discovery to adoption.

Skills

Service design

Stakeholder engagement

Journey mapping

Facilitation

Systems thinking

Continuous improvement

Human-centred design

Job description

At BaptistCare, we believe every person deserves to live with dignity, purpose and connection. For more than 110 years, we have been supporting individuals, families and communities to thrive through compassionate care, housing and community services across Australia. As we continue to grow and transform, we are looking for a Senior Service Designer to help shape services that are not only effective and sustainable, but deeply human centred.

About the Role

This is an opportunity to join our Innovation & Quality team and play a key role in designing better experiences for consumers, employees and communities. Working across diverse service streams, you will lead service design, process harmonisation and continuous improvement initiatives that enhance quality, safety, workforce experience and operational effectiveness.

Reporting into the Enterprise Service Design Lead and partnering closely with consumers, frontline teams, operational leaders and subject matter experts, you will use research, evidence, lived experience and systems thinking to uncover opportunities, solve complex challenges and deliver meaningful change. From facilitating co-design workshops and mapping service journeys to developing implementation-ready solutions, you will guide projects from discovery through to evaluation and sustainable adoption.

We are seeking an experienced service design professional who combines strategic thinking with practical delivery. You will bring strong capability in service design methodologies, stakeholder engagement, facilitation, journey mapping, service blueprinting and continuous improvement, along with a genuine passion for creating services that improve people’s lives

This is a full-time permanent role and can be based at any of our shared services offices nationally.

Why Join Us?

• We offer competitive salaries, tax-free salary packaging up to $18,550*, and novated car leasing.
• Enjoy work-life balance with flexible arrangements and additional leave options.
• Benefit from our health and wellbeing initiatives, including free counselling, spiritual support, and nutrition advice.
• Advance your career with access to learning and development programs and courses like LinkedIn Learning!

About You

• Demonstrated experience leading complex service design, redesign or improvement initiatives.
• Advanced capability in human-centred design, systems thinking, journey mapping and process improvement.
• Demonstrated experience taking solutions from discovery and concept development through to implementation and evaluation .
• Exceptional facilitation, influencing and stakeholder engagement skills.
• The ability to translate research, evidence and lived experience into practical outcomes.
• Experience working across complex or regulated service environments.
• The ability to translate research, evidence and insights into practical solutions and measurable outcomes.
• A passion for continuous improvement and creating positive change in complex environments.

If you are passionate about designing better experiences, improving outcomes and creating services that help people thrive, we'd love to hear from you.

About Us

BaptistCare is a leading purpose-led care organisation, guided by our Christian identity and serving people and communities across Australia for more than 110 years. We support people to live better through aged care, home care, retirement living, community services, disability support and housing.

We know that life's challenges can make our world feel smaller. With the right people alongside us, it can feel more connected, supported and hopeful again.

That's what we work towards every day - enriching lives through communities of care. Today, more than 70,000 customers, 12,000 employees and close to 2,000 volunteers are part of our communities across Australia.

Applicants are encouraged to apply as soon as possible as applications may be reviewed prior to the closing date. The closing date is subject to change without notice.

Successful candidates will be subject to a variety of background checks including a national criminal history check, reference checks and, if applicable, WWCC, NDIS worker screening check and a pre-employment medical.

BaptistCare - Inspired by Jesus to champion care for all.