Enterprise Service Design Lead

BaptistCare•Eaton, CO

3d•Hybrid

About The Position

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. 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 a rare 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.

Requirements

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
Current Australian driver’s licence

Nice To Haves

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.

Responsibilities

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