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 in office 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.

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📌 Senior Service Designer (Sydney)
🏢 Hard Problems
📍 Sydney