At BaptistCare, we believe in creating communities where everyone can thrive. For more than 110 years, we have supported people across Australia through care, housing and community services grounded in compassion, dignity and respect.
As we continue to grow and evolve, we are looking for an Enterprise Service Design Lead to help shape the future of how we deliver care, improving experiences for the people we serve and the teams who support them.
About the Role:
Reporting to the General Manager, Service Development, Consumer & Community Engagement, the Service Design Lead provides national leadership in enterprise service design, including operating model design, process harmonisation and lean service improvement across a complex, multi-service organisation.
Working closely with senior leaders, you will lead the design and implementation of person centred, scalable service models that improve quality, safety, workforce experience and organisational performance.
You will play a critical role in translating strategy into practical, measurable outcomes, shaping how services are designed, delivered and continuously improved across BaptistCare. This role offers the opportunity to shape how care is designed and delivered at scale across one of Australia’s largest purpose led organisations.
This is a national role and can be worked from any our shared service offices across Sydney, Melbourne, Perth and Adelaide with a requirement to travel interstate as needed, so you will need a current Australian driver’s licence and the ability to travel.
Your impact (what you will be doing)
- Lead enterprise wide service design and redesign initiatives from discovery through to implementation and scale
- Driving service harmonisation and improvement using service design, systems thinking and lean methodologies
- Partner with senior leaders to identify productivity opportunities and operating model improvements with measurable outcomes
- Embedding consistent service design frameworks, governance and performance measures to drive quality, performance and alignment
- Lead large scale co-design with consumers, staff and stakeholders to inform service transformation
- Uplift organisational capability in service design through coaching, tools and embedded practice
About the Team
This role sits within the Innovation and Quality Division, which partners across BaptistCare to strengthen systems, capability and performance through evidence informed design, governance, research, service development and consumer engagement.
Why Join Us?
At BaptistCare, we value our employees and foster a positive, inclusive work environment. We offer competitive salaries, tax-free salary packaging up to $18,550*, discounted gym memberships, and novated car leasing. Enjoy work-life balance with flexible arrangements and additional leave options. Benefit from our health and wellbeing initiatives, including free counselling, spiritual support, and nutrition advice. Advance your career with study assistance and access to learning and development programs and courses like LinkedIn Learning!
About You:
You are a confident, credible communicator who can hold the room, simplify complexity, and create momentum across diverse stakeholder groups while staying deeply practical and outcomes focused.
You are a strategic and hands on leader with the ability to influence at scale and deliver meaningful transformation in complex environments.
You will also bring:
- Experience leading large scale service design, transformation or operational improvement initiatives
- Experience establishing service design governance, standards and maturity within large organisations
- Strong application of Lean or continuous improvement methodologies
- Exceptional stakeholder engagement and facilitation skills
- Experience working in complex or regulated service environments
- A track record of delivering measurable improvements in quality, productivity or customer experience
- Tertiary qualifications in service design, business, health, or a related discipline
Desirable
- Postgraduate qualifications/certification in Service Design, Design Thinking, Lean or Continuous Improvement
- Project or change management certification.
- Experience in a mission-driven, not-for-profit or values-based organisation.
Ready to shape services at scale?
This is an opportunity to contribute to meaningful system wide change within an organisation dedicated to making a positive difference in the lives of individuals and communities.
If you are excited by the opportunity to design and embed improvements that are felt across communities, teams and services nationally, we would love to hear from you.
Apply now and help us create better care, together.
About Us:
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.
BaptistCare – Inspired by Jesus to champion care for all.
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.
