CX Design Lead
Core
Lead the strategic evolution of non-clinical products and services for Residential Aged Care and Retirement Living communities, translating customer insights into scalable service offerings.
Role type
Senior Customer Experience Design Lead (Service Design)
Builds
New lifestyle, wellness, dining, transport, and personal service offerings for aged care residents and families.
Domain
Health & Social Care / Aged Care / Service Design
Required skills
Customer research, journey mapping, service blueprinting, prototyping, pilot design, commercial analysis, cross-functional leadership, stakeholder influence, operational delivery, strategic thinking.
Preferred skills
Experience in aged care, retirement living, health, or hospitality; scaling services across multiple locations; postgraduate study in design, business, or innovation.
Technologies
Service design tools, prototyping platforms, data analysis tools.
Responsibilities
Conduct resident and family research to uncover unmet needs; translate insights into concepts and design briefs; design customer journeys and service blueprints; build a pipeline of new service offerings; develop and test service bundles and pricing; lead pilots and establish success measures; create implementation playbooks; monitor customer adoption and commercial performance; lead cross-functional workshops; build service design capability across the organization.
Seniority
Senior, hands-on IC with strategic influence.