Senior Service Designer

Hard Problems; Sydney; On-site; AUD 120,000 - 165,000; Full time

Benefits offered by this job

Novated car leasing

Flexible work arrangements

LinkedIn Learning

Counselling services

Spiritual support

Job summary

BaptistCare in Australia seeks a Senior Service Designer to shape services that are effective, sustainable and human-centred, improving experiences for consumers, staff and communities. This permanent, full-time role reports to the Enterprise Service Design Lead and can be based at BaptistCare's shared services offices nationally.

You will lead workshops, map journeys and drive improvements across diverse, regulated service environments, applying research and lived experience to deliver

Qualifications

• Experience leading complex service design end-to-end.
• Advanced skills in human-centred design, systems thinking, and journey mapping.
• Proven ability to translate research and lived experience into practical solutions.
• Experience across regulated service environments.

Responsibilities

• Lead service design, redesign and improvement initiatives from discovery through to adoption.
• Facilitate co-design workshops with consumers and frontline teams to surface insights.
• Map service journeys and develop service blueprints to identify opportunities.
• Apply research and lived experience to translate challenges into practical solutions.
• Drive continuous improvement to enhance quality, safety and operations.
• Use systems thinking to address complex challenges in regulated environments.

Skills

Lead service design initiatives

Human-centred design

Systems thinking

Journey mapping

Stakeholder engagement

Facilitation

Job description

BaptistCare is a purpose-led, not-for-profit care organisation that has supported individuals, families and communities across Australia for more than 110 years. It provides aged care, home care, retirement living, community services, disability support and housing, guided by a Christian identity. Today, more than 78,000 customers and 12,000 employees, supported by close to 2,000 volunteers, are part of its communities of care.

The role

This Senior Service Designer position sits within BaptistCare's Innovation and Quality team. It exists to help shape services that are effective, sustainable and human-centred, improving experiences for consumers, employees and communities. The role reports to the Enterprise Service Design Lead and works closely with consumers, frontline teams, operational leaders and subject matter experts. It is a full-time permanent position and can be based at any of BaptistCare's shared services offices nationally.

What you would do

• Lead service design, redesign and improvement initiatives across diverse service streams, from discovery through to evaluation and sustainable adoption.
• Facilitate co-design workshops with consumers, frontline staff and operational leaders to surface insights and develop solutions.
• Map service journeys and develop service blueprints to identify opportunities and guide improvement.
• Apply research, evidence and lived experience to uncover complex challenges and translate them into practical, implementation-ready solutions.
• Drive process harmonisation and continuous improvement initiatives that enhance quality, safety, workforce experience and operational effectiveness.
• Use systems thinking to address complex challenges across regulated service environments.

What they are looking for

• Demonstrated experience leading complex service design, redesign or improvement initiatives end to end.
• Advanced capability in human-centred design, systems thinking, journey mapping and process improvement.
• 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 and measurable results.
• Experience working across complex or regulated service environments.

Working arrangements

The role is on-site and full-time permanent. It can be based at any of BaptistCare's shared services offices nationally across Australia.

Pay and benefits

BaptistCare offers competitive salaries, tax-free salary packaging up to AUD 18,550, and novated car leasing. Additional benefits include flexible work arrangements, additional leave options, free counselling, spiritual support, nutrition advice, and access to learning and development programs including LinkedIn Learning.