#### CX Design LeadMelbourne, VIC 3000Casual####

Job description
MedicalJobsAustralia.com

Job Description
Brisbane | Full-time | 24-month contractAt St Vincent's Care, we believe ageing should come with greater choice, connection and opportunities to live well.
We are seeking an experienced and commercially minded CX Design Lead to create and grow customer-centred products, services and experiences across our Residential Aged Care and Retirement Living communities.
About the opportunityThis newly created role offers the opportunity to lead the strategic evolution of our Everyday Choices and Retirement Living fee-for-service portfolios. You will use customer insight, human-centred design and commercial thinking to identify unmet needs, test new ideas and translate promising concepts into services that can be successfully implemented and scaled.
Your work will help residents access more of the lifestyle, wellbeing, hospitality, personal and premium experiences that matter to them, while supporting sustainable organisational growth.
As CX Design Lead, you will oversee the end-to-end development of new non-clinical products and services, from research and opportunity identification through to prototyping, piloting, implementation and continuous improvement.
This Brisbane-based position is full-time and offered as a 24-month contract. The role reports to the Insights & Innovation Manager.

Key Responsibilities
Conduct resident and family research to uncover unmet needs and service opportunitiesTranslate insights into compelling concepts, design briefs and value propositionsDesign customer journeys, service blueprints, prototypes and operating modelsBuild and manage a pipeline of new lifestyle, wellness, dining, transport, concierge, personal service and digital offeringsDevelop and test service bundles, packaging,



pricing and customer propositionsLead pilots, establish success measures and recommend whether services should be improved, scaled or discontinuedCreate practical playbooks, implementation resources and training approaches that enable services to scaleMonitor customer adoption, utilisation, commercial performance and service outcomesLead cross-functional workshops and decision-making across Operations, Hospitality, Lifestyle, Finance, Marketing, Sales, Technology, Legal and Clinical teamsBuild service design and customer experience capability across the organisationVisits to aged care homes and retirement villages as required.
The role supports services delivered across 23 Residential Aged Care homes and eight Retirement Villages nationally, helping improve how more than 3,000 ageing Australians access and experience additional products and services.
About youYou are a strategic thinker and practical designer who can move confidently between customer research, creative problem-solving, commercial analysis and operational delivery.
A tertiary qualification in design, business, innovation, marketing, behavioural science, customer experience, commercial management or a related discipline is preferred.
Postgraduate study or formal training in the same will be highly regarded.
Significant demonstrated experience may be considered equivalent to formal qualifications.
Experience in aged care, retirement living, health,



hospitality or another regulated, multi-site service setting will be highly regarded.
Experience scaling services across multiple locations or customer segments would also be advantageous.
Demonstrated experience in customer experience, service design, human-centred design, innovation or new service developmentStrong customer research, journey mapping, service blueprinting, prototyping and pilot design capabilities, with the ability to translate customer insights into practical and scalable service solutions.
Commercial acumen and the ability to balance customer needs, operational feasibility, commercial viability, compliance requirements and portfolio performance when developing and implementing services.
Proven ability to lead cross-functional initiatives, influence stakeholders, facilitate workshops, communicate effectively, and bring structure and momentum to complex or ambiguous opportunities.
Behaviour and values consistently aligned with the Mission, Vision and Values of St Vincent's.
Why join St Vincent's Care?Join an inclusive, compassionate, and purpose-led organisation committed to social justice, equity, and leading as One St Vincent's. Our work is guided by the values of Compassion, Justice, Integrity and Excellence.
More take-home pay with competitive salary packaging options up to $15,990, Novated leasing, plus an optional Meals and Entertainment card up to $2,650 per annumFriendly team environment with a great community care spiritAccess to the Fitness Passport (FP), Employee Assistance Program (EAP) for you and your family, excellent internal career development and moreShape a newly created role with genuine strategic influenceDesign services that improve choice, connection and quality of life

📌 CX Design Lead (Brisbane)
🏢 Job Q
📍 Brisbane