Senior Service Designer

This is an opportunity to join our Innovation & Quality team and play a key role in designing better experiences for consumers, employees and communities. Working across diverse service streams, you will lead service design, process harmonisation and continuous improvement initiatives that enhance quality, safety, workforce experience and operational effectiveness.  

Reporting into the Enterprise Service Design Lead and partnering closely with consumers, frontline teams, operational leaders and subject matter experts, you will use research, evidence, lived experience and systems thinking to uncover opportunities, solve complex challenges and deliver meaningful change. From facilitating co-design workshops and mapping service journeys to developing implementation-ready solutions, you will guide projects from discovery through to evaluation and sustainable adoption.  

We are seeking an experienced service design professional who combines strategic thinking with practical delivery. You will bring strong capability in service design methodologies, stakeholder engagement, facilitation, journey mapping, service blueprinting and continuous improvement, along with a genuine passion for creating services that improve people's lives 

This is a Full Time Permanent role and can be based at any of our shared services offices nationally.  

• Demonstrated experience leading complex service design, redesign or improvement initiatives. 

• Advanced capability in human-centred design, systems thinking, journey mapping and process improvement. 

• Demonstrated experience taking solutions from discovery and concept development through to implementation and evaluation . 

• Exceptional facilitation, influencing and stakeholder engagement skills. 

• The ability to translate research, evidence and lived experience into practical outcomes. 

• Experience working across complex or regulated service environments. 

• The ability to translate research, evidence and insights into practical solutions and measurable outcomes. 

BaptistCare is a leading purpose-led care organisation, guided by our Christian identity and serving people and communities across Australia for more than 110 years. We support people to live better through aged care, home care, retirement living, community services, disability support and housing. 

We know that life’s challenges can make our world feel smaller. With the right people alongside us, it can feel more connected, supported and hopeful again. 

That’s what we work towards every day - enriching lives through communities of care. Today, more than 70,000 customers, 12,000 employees and close to 2,000 volunteers are part of our communities across Australia. 

 Applicants are encouraged to apply as soon as possible as applications may be reviewed prior to the closing date. The closing date is subject to change without notice 

Successful candidates will be subject to a variety of background checks including a national criminal history check, reference checks and, if applicable, WWCC, NDIS worker screening check and a pre-employment medical. 

Recruitment agencies please note: This position is being managed directly by our internal Talent Acquisition team. We respectfully request that recruitment agencies refrain from contacting any employees directly as all communications must go through the Talent Acquisition. Unsolicited candidate profiles or CVs from recruitment agencies will not be accepted. Thank you.