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About the Role
Lead the strategic evolution of customer-centred products, services, and experiences across Residential Aged Care and Retirement Living communities, using customer insight, human-centred design, and commercial thinking to identify unmet needs and scale promising concepts.
Responsibilities
- Conduct resident and family research to uncover unmet needs and service opportunities.
- Translate insights into compelling concepts, design briefs, and value propositions.
- Design customer journeys, service blueprints, prototypes, and operating models.
- Build and manage a pipeline of new 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 service improvements, scaling, or discontinuation.
- Create practical playbooks, implementation resources, and training approaches for service scaling.
- Monitor customer adoption, utilization, 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 organization.
- Conduct visits to aged care homes and retirement villages as required.
Requirements
- Strategic thinker and practical designer capable of moving between customer research, creative problem-solving, commercial analysis, and operational delivery.
- 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.
- 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 and ability to balance customer needs, operational feasibility, commercial viability, compliance requirements, and portfolio performance.
- Proven ability to lead cross-functional initiatives, influence stakeholders, facilitate workshops, and communicate effectively.
- Ability to bring structure and momentum to complex or ambiguous opportunities.
- Behavior and values consistently aligned with the Mission, Vision, and Values of St Vincent’s.
- Employment conditional upon completion of all required pre-employment checks, including a Nationally Coordinated Criminal History Check and an NDIS Worker Screening Check where applicable.
Skills
- Customer insight
- Human-centred design
- Commercial thinking
- Service design
- Customer experience
- Innovation
- New service development
- Customer research
- Journey mapping
- Service blueprinting
- Prototyping
- Pilot design
- Cross-functional leadership
- Stakeholder influence
- Workshop facilitation
- Effective communication
Location
- Brisbane
Work Type
- Full-time
- Contract
Experience Level
- Experienced
Education Level
- 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 a related discipline will be highly regarded.
- Significant demonstrated experience may be considered equivalent to formal qualifications.
Benefits
- 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
- Excellent internal career development opportunities
About the Company
- At St Vincent’s Care, we believe ageing should come with greater choice, connection and opportunities to live well.
- 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.
Equal Opportunity
- At St Vincent’s, we value inclusivity and diversity.
- We acknowledge the importance of creating a work environment that is welcoming, safe, fair, and impartial, and we invite people from all backgrounds to join us.
- St Vincent’s Health Australia embraces Aboriginal and Torres Strait Islander people’s unique perspectives, knowledge, and culture.
- We warmly encourage applications from Aboriginal and Torres Strait Islander Peoples.
- At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees.
- As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.