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CX Design Lead
St Vincent's Health Australia. Lead the strategic evolution of the Everyday Choices and Retirement Living fee-for-service portfolios .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience and service design, with a strong focus on human-centred design and innovation. Proven ability to lead cross-functional initiatives and translate customer insights into scalable service solutions within regulated environments.
Highest-signal resume keywords
Customer ExperienceService DesignHuman-Centred DesignCross-Functional LeadershipCommercial Acumen
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ResearchJourney MappingService BlueprintingPrototypingPilot DesignService BundlingPricing StrategyImplementation ResourcesMonitoring PerformanceScaling Services
Soft Skills
Effective CommunicationStakeholder InfluenceWorkshop FacilitationProblem SolvingTeam Collaboration
Certifications & Qualifications
Tertiary Qualification in DesignTertiary Qualification in BusinessTertiary Qualification in InnovationTertiary Qualification in MarketingTertiary Qualification in Behavioural SciencePostgraduate Study in Related Discipline
Industry Keywords
Aged CareRetirement LivingHealthHospitalityRegulated EnvironmentMulti-Site ServicesCustomer SegmentsCompliance Requirements
About the role
Key responsibilities & impact- Lead the strategic evolution of the Everyday Choices and Retirement Living fee-for-service portfolios
- Create and grow customer-centred products, services and experiences across Residential Aged Care and Retirement Living communities
- Conduct resident and family research to uncover unmet needs and service opportunities
- Translate insights into concepts, design briefs and value propositions
- Design 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, establish success measures, and recommend whether services should be improved, scaled or discontinued
- Create playbooks, implementation resources and training approaches to enable services to scale
- Monitor customer adoption, utilisation, commercial performance and service outcomes
- Lead cross-functional workshops and decision-making across Operations, Hospitality, Lifestyle, Finance, Marketing, Sales, Technology, Legal and Clinical teams
- Build service design and customer experience capability across the organisation
- Visit aged care homes and retirement villages as required
- Support services delivered across 23 Residential Aged Care homes and eight Retirement Villages nationally
- Report to the Insights & Innovation Manager
Requirements
What you’ll need- Significant demonstrated experience in customer experience, service design, human-centred design, innovation or new service development
- Strong customer research, journey mapping, service blueprinting, prototyping and pilot design capabilities
- Ability to translate customer insights into practical and scalable service solutions
- Commercial acumen balancing customer needs, operational feasibility, commercial viability, compliance requirements and portfolio performance
- 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 aligned with the Mission, Vision and Values of St Vincent’s
- 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 environment will be highly regarded
- Experience scaling services across multiple locations or customer segments would be advantageous
- Nationally Coordinated Criminal History Check and NDIS Worker Screening Check where applicable
Benefits
Comp & perks- Competitive salary packaging options up to $15,990
- Novated leasing
- Optional Meals and Entertainment card up to $2,650 per annum
- Fitness Passport (FP)
- Employee Assistance Program (EAP) for you and your family
- Internal career development
- Friendly team environment with a great community care spirit