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CX Design Lead
St Vincent's Health Australia. Lead the strategic evolution of 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 ScalingOperational FeasibilityCompliance RequirementsValue PropositionsDesign Briefs
Soft Skills
Effective CommunicationStakeholder InfluenceWorkshop FacilitationProblem SolvingTeam Collaboration
Tools & Technologies
Service BlueprintsCustomer JourneysImplementation ResourcesTraining ApproachesPlaybooks
Certifications & Qualifications
Tertiary Qualification in DesignTertiary Qualification in BusinessTertiary Qualification in InnovationTertiary Qualification in MarketingPostgraduate Study
Industry Keywords
Aged CareRetirement LivingHealthHospitalityMulti-Site Service EnvironmentRegulated EnvironmentService BundlesCommercial ViabilityCustomer SegmentsNationally Coordinated Criminal History Check
About the role
Key responsibilities & impact- Lead the strategic evolution of Everyday Choices and Retirement Living fee-for-service portfolios
- 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 improvement, scaling or discontinuation
- Create playbooks, implementation resources and training approaches for service scaling
- 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 St Vincent’s Mission, Vision and Values
- Experience in aged care, retirement living, health, hospitality or another regulated, multi-site service environment highly regarded
- Experience scaling services across multiple locations or customer segments advantageous
- A tertiary qualification in design, business, innovation, marketing, behavioural science, customer experience, commercial management or related discipline is preferred
- Postgraduate study or formal training in the same highly regarded
- Significant demonstrated experience may be considered equivalent to formal qualifications
- Completion of required pre-employment checks, including a Nationally Coordinated Criminal History Check and an 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
- 24-month contract