Carer Gateway Service and Experience Designer
Location
QLD, Upper Mount Gravatt
Employment type
Full time
Posted
Posted Today
Applications close
15 October ****
Job requisition ID
JR******
Design better service experiences for carers through human-centred design.
Turn carer insights and lived experience into practical service improvements.
$*****–$***** per hour (SCHADS Level 5B) + Leave loading + Super + Salary packaging
Wellways is committed to reconciliation, lived experience and inclusivity.
We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with lived experience of mental health and disability, and people who identify as LGBTIQA+ to apply.
Even if you only meet some of the criteria, we'd love to hear from you.
About this Program
Carer Gateway is an Australian Government-funded program providing free services and support to unpaid family carers.
Wellways delivers Carer Gateway across Queensland and selected regions of New South Wales, supporting carers at all stages of their caring journey.
About this Opportunity
Join Wellways as a Carer Gateway Service and Experience Designer and help shape better, more accessible and meaningful service experiences for carers.
Working across the Carer Gateway program, you'll use human-centred design, service design and systems thinking to understand how carers experience our services from end to end.
You'll bring together insights from carers, frontline teams, service data, partners and existing evidence to identify needs, barriers and opportunities for improvement.
You'll undertake research and discovery, facilitate co‐design and ideation, and turn evidence into practical design solutions.
This could include developing journey maps, service blueprints, ecosystem maps, experience flows,



service concepts, interaction designs and prototypes that help teams understand what is happening across the service and where the experience can be improved.
You'll work alongside carers and teams across Service Delivery, Lived and Living Experience, Access and Inclusion, Training and Development, Technology, Quality and Partnerships to test ideas, refine solutions and support practical service improvements.
This is a hands‐on design role for someone who enjoys making sense of complex services, uncovering what matters to people and translating insights into improvements that teams can actually use.
You will need:
Relevant tertiary qualification and/or demonstrated experience in service design, human‐centred design or a related field
Experience applying human‐centred design, service design or service redesign approaches in complex service environments.
Experience undertaking research and discovery and synthesising qualitative and quantitative insights
Experience in co‐design, ideation, prototyping, testing and iterative design
Ability to develop journey maps, service blueprints, experience flows, service concepts and other design artefacts
Ability to translate complex research and service insights into transparent problem definitions and practical opportunities for improvement
Understanding of systems thinking, inclusive design, accessibility, equity and cultural safety
Strong facilitation,



communication, collaboration and stakeholder engagement skills
Strong visual communication and documentation skills
Proficiency with digital collaboration and visualisation tools such as Miro, alongside Microsoft Office or equivalent tools
You will also need:
Current valid Driver Licence
Right to work in Australia
Satisfactory National Police Records Check
Satisfactory Working with Children Check
Completion of required regulatory training modules
About Us
Wellways Australia is a leading not-for-profit organisation supporting people, families and communities across mental health, disability, carer and community services.
We work alongside people to build skills, confidence, independence and stronger relationships.
Our services are grounded in evidence, lived experience, inclusion and participation, with advocacy at the heart of creating better opportunities for people and communities.
What we offer
A purpose‐driven culture where people can thrive, everyone is respected and differences are valued
An equitable, diverse and socially inclusive workplace
Salary packaging up to $15,899
Meal and Entertainment salary packaging up to $2,650 per annum
17.5% leave loading when taking annual leave
Paid parental leave after 12 months of ongoing employment
Access for you and your family to our Employee Assistance Program
Opportunities for professional development and learning
Interested?
For a confidential discussion about the role, please contact Puru Kundu at or .
Wellways Australia Limited is committed to safeguarding children and vulnerable people.
All applicants applying for roles within Wellways must undergo a screening process prior to successful appointment.
#J-*****-Ljbffr

📌 Carer Gateway Service And Experience Designer (Brisbane)
🏢 Wellways Australia
📍 Brisbane