Job Description: Better & Fairer Care.
Always.
At St Vincent's, our people are at the heart of everything we do.
As Australia's largest not‐for‐profit health and aged care provider, we are committed to delivering exceptional, compassionate care and improving health outcomes for communities across New South Wales, Queensland and Victoria.
Guided by our values of Compassion, Justice, Integrity and Excellence, more than 30,000 employees come together each day to make a genuine difference.
When you join St Vincent's, you'll become part of a purpose‐driven organisation dedicated to shaping a better and fairer health and aged care system for all.
The Chance
We are seeking an experienced customer experience and service design professional to join St Vincent's Care at Home as Customer Experience Lead.
This 6-month hybrid opportunity based in Brisbane, Sydney or Melbourne, supporting the establishment and growth of Medicare Mental Health Check-In (MMHCI), a new national digital mental health service funded by the Australian Government.
As Customer Experience Lead, you will help shape the next phase of MMHCI by widening access and referral pathways, strengthening sector and consumer engagement, and improving the operational processes needed to support growing demand.
This is a hands‐on, embedded role working alongside Operations, Clinical Design, clinical leaders and delivery partners to translate business, funder, health sector and help‐seeker requirements into practical service design and delivery approaches informed by evidence, human‐centred design and implementation science.
You will also help build customer experience capability across the broader St Vincent's Care at Home service.
What You'll Do
Lead MMHCI service design activities, turning strategic intent into practical and deliverable outcomes while balancing reach, sustainability and fidelity to the model of care
Design and test access and referral pathways that engage customers and remain sustainable within the broader healthcare ecosystem
Define what equitable access means in practice across populations and use appropriate participatory design methods to minimise barriers to access
Partner with Operations on business process design and improvement, identifying and redesigning inefficiencies to strengthen customer experience and service scalability
Partner with Clinical Design to shape digital service concepts and define MVP scope for new tools and channels while protecting fidelity to the model of care
Bridge clinicians, subject matter experts and technology delivery partners, translating requirements without diluting clinical intent




Contribute to St Vincent's broader strategy for shifting care into home and virtual settings, helping shape new models of care with clinical experts
Build service design capability across the team and broader organisation by coaching non-designers, sharing tools and methods, and embedding a habit of testing assumptions
About You
You are an experienced customer experience or service design professional who can turn strategic intent into practical, sustainable services.
You are comfortable working in ambiguous, fast‐moving environments and making sound decisions when the direction is clear but not every detail is known.
You work effectively in clinically governed environments and build strong relationships across clinicians, subject matter experts, technology partners, community organisations and consumers.
You bring curiosity, sound judgement and a strong commitment to quality, safety and care.
Key Experience & Capability
Minimum 5 years' experience in customer experience, service design or a closely related discipline, including experience in healthcare
Proven experience leading customer‐driven service design aligned to strategic intent and sustainability
Experience navigating clinically governed environments and working effectively across clinicians, subject matter experts and technology partners
Experience with customer‐centred business process design and improvement, particularly as new services mature and scale
Comfort operating in a funded, regulated and reported‐on service, including government or Commonwealth‐funded environments
Experience designing for priority or vulnerable populations and building relationships with community and referral organisations
Experience using AI tools within the design process to improve efficiency and outcomes, with a strong focus on validating outputs
Demonstrated ability to build design capability in others through coaching and mentoring without relying on formal line management
A relevant tertiary qualification in Service Design, Human‐centred Design, Customer Experience, User Experience, Psychology, Public Health, Social Sciences or a related field
Additional training in human‐centred design, agile methodologies, customer experience management or change management where these were not part of your tertiary qualification




Why St Vincent's?
Make a meaningful impact - Help expand access to an evidence-based national digital mental health service and improve the experience of people seeking care.
Shape connected care - Work across customer experience, clinical design, operations and digital delivery to help build better referral pathways and scalable models of care.
Work with purpose - Join a values‐driven organisation guided by Compassion, Justice, Integrity and Excellence.
Build capability - Help strengthen service design capability across St Vincent's Care at Home and support new ways of delivering care in home and virtual settings.
Enjoy great benefits - Access salary packaging, wellbeing initiatives, employee discounts and a range of additional benefits.
Equal Opportunity At St Vincent's we celebrate diversity and are committed to creating an inclusive workplace where everyone feels valued, respected and empowered to contribute.
We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, and members of the LGBTQIA+ community.
Closing Date: 13 September *******:59pm
Reconciliation Action Plan: At St Vincent's we acknowledge the importance of creating a work workplace that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees.
As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.
For further information, visit or get in contact at ******.
View Reconciliation Action Plan Code of Conduct: View Code of Conduct
St Vincent's Health Australia has been serving Australians with compassionate health and aged care since our first hospital was established in Sydney in ****.
Founded by the Sisters of Charity more than 180 years ago, St Vincent's is a clinical, research and education leader delivering private hospital, public hospital and aged care services across NSW, VIC and QLD.
Our founder, Mary Aikenhead's vision, commitment and inspiration lives on in us and the work we do.
From modest beginnings, St Vincent's Health Australia is today the nation's largest not‐for‐profit health and aged care provider, offering services in Queensland, New South Wales and Victoria, including public and private hospitals and aged care facilities.
The St Vincent's family comprises 22,000 outstanding nurses, researchers, cooks, doctors, executives, administrators, cleaners, volunteers and more.
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📌 Customer Experience Lead (Melbourne)
🏢 St Vincent's Health Australia
📍 Melbourne