CX Design Lead

About the role

St Vincent's Care is seeking an experienced, commercially minded CX Design Lead to create and grow customer-centred products, services and experiences across its Residential Aged Care and Retirement Living communities. This newly created role leads the strategic evolution of the Everyday Choices and Retirement Living fee-for-service portfolios, using customer insight, human-centred design and commercial thinking to turn promising concepts into scalable services. It is full-time, based in Brisbane, and offered as a 24-month contract reporting to the Insights & Innovation Manager.

Key responsibilities

• Oversee end-to-end development of new non-clinical products and services, from research and opportunity identification through to prototyping, piloting, implementation and continuous improvement.
• Conduct resident and family research to uncover unmet needs and service opportunities.
• Turn insights into concepts, design briefs and value propositions, and build customer journeys, service blueprints, prototypes and operating models.
• Build and manage a pipeline of lifestyle, wellness, dining, transport, concierge, personal service and digital offerings.
• Develop and test service bundles, packaging, pricing and customer propositions.
• Lead pilots, set success measures and recommend whether services should be improved, scaled or discontinued.
• Create playbooks, implementation resources and training approaches, and monitor adoption, commercial performance and service outcomes.
• Lead cross-functional workshops with Operations, Hospitality, Lifestyle, Finance, Marketing, Sales, Technology, Legal and Clinical teams.
• Build service design and customer experience capability across the organisation and visit aged care homes and retirement villages as required.

Required profile

• 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 is 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 environment is highly regarded.
• Experience scaling services across multiple locations or customer segments is advantageous.

Required skills

• Demonstrated experience in customer experience, service design, human-centred design, innovation or new service development.
• Customer research, journey mapping, service blueprinting, prototyping and pilot design.
• Commercial acumen and ability to balance customer needs, operational feasibility, commercial viability, compliance and portfolio performance.
• Proven ability to lead cross-functional initiatives, influence stakeholders, facilitate workshops and communicate effectively.

What we offer

• More take-home pay with competitive salary packaging options up to $15,990 and Novated leasing.
• An optional Meals and Entertainment card up to $2,650 per year.
• Friendly team environment, Fitness Passport, Employee Assistance Program and internal career development.

Applications are made through the online apply button; email applications and recruitment agencies are not accepted. Pre-employment checks, including a criminal history check and an NDIS worker screening check where applicable, are required. The closing date is 22 November 2026.