Job Description

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Senior Service Designer – Seniors

Permanent full-time | Sydney CBD

Design better services for people as they age

Use your service design expertise to shape how older people and their families experience Home Care, Retirement Living and Residential Aged Care.

At Uniting, you can.

We’re looking for an experienced Senior Service Designer to help us design better, more connected experiences for older people and their families.

This is a role for someone who enjoys complexity, variety and making a genuine difference. You’ll work across strategic and tactical projects, moving between the big picture and the detail to understand what people need, uncover opportunities and turn insight into practical improvements.

What makes this role interesting?

No two projects will be quite the same. You could be:

• Exploring how Home Care can better respond to changing customer needs.
• Mapping an end-to-end Retirement Living experience and identifying opportunities to make it simpler and more connected.
• Rethinking an experience within Residential Aged Care through the eyes of residents, families and employees.
• Using customer research and insight to inform a strategic transformation.
• Getting into the detail of a particular service or process and designing practical improvements.
• Bringing customers, employees and stakeholders together through co-design to solve complex problems.

You’ll have the opportunity to work across the full-service design process — from research and discovery through to prototyping, testing, implementation and learning from what works.

What you’ll be doing

• Conduct human-centred research to understand customer needs, behaviours and experiences.
• Map current and future customer journeys and develop service blueprints.
• Identify pain points, opportunities and moments that matter across complex service experiences.
• Design and test new service concepts through prototyping, co-design and iterative development.
• Facilitate workshops and design sprints that bring diverse perspectives together.
• Turn qualitative and quantitative research into clear insights and practical recommendations.
• Partner with teams across Seniors, Technology, Marketing, Research, Operations and Service Delivery to move ideas from insight and design into practical implementation.
• Influence senior stakeholders and champion customer-centred thinking across Uniting.

Success in this role means turning customer insight into service improvements that are practical, evidence-based and capable of being implemented across complex operating environments.

About you

You’re a Senior Service Designer who can connect strategic intent with the detail of customer and employee experiences. You’re comfortable with ambiguity, enjoy solving complex problems and can move confidently between conversations with senior leaders, customer research, workshop facilitation and service blueprinting.

You’ll bring:

• Significant experience in service design, human-centred design, user research or a related discipline.
• Strong experience designing end-to-end customer journeys and service experiences.
• Proven ability to turn research, data and insight into meaningful service improvements.
• Experience with service blueprints, journey mapping, prototyping, co-design and user testing.
• Excellent workshop facilitation and stakeholder engagement skills.
• Strong research, synthesis and visual communication capability.
• Confidence using collaborative design, prototyping and visual communication tools such as Miro, Figma, Adobe Creative Suite or equivalent platforms.
• The ability to influence, challenge thinking respectfully and bring people with you.

Experience in aged care, ageing, health, disability, community services or the not-for-profit sector would be highly regarded.

Why Uniting?

Our Seniors services span Home Care, Residential Aged Care and Retirement Living. That breadth gives you the opportunity to shape connected experiences across different stages of ageing, rather than working within a single service or channel.

You won’t be designing services in isolation. You’ll be working with people who understand our customers, challenging how things are done and helping create experiences that are more connected, more human and better suited to the way people live today.

If you’re a Senior Service Designer looking for purpose, variety and the opportunity to create genuine impact for older people and their families, we’d love to hear from you.

How to apply

Please submit your CV and cover letter via the job advertisement platform to ensure your application is accurately tracked.

 For more information, please contact Louise Massie at mmassie@uniting.org

 What We Offer You

• A rewarding career with a leading human services organisation.
• Up to $18,550 NFP salary packaging available.
• Access to our U rewards program with exclusive discounts.
• Flexible work hours for work-life balance.
• Access to Fitness Passport – Live your best life.
• A supportive and inclusive and collaborative work environment.
• Opportunities for professional growth.

Uniting NSW.ACT contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services and spiritual care. We provide care and support for people through all ages and stages of life, with a focus on people experiencing disadvantage and vulnerability. Our purpose is to inspire people, enliven communities and confront injustice.

Uniting is a Child Safe Organisation committed to promoting the safety, wellbeing and inclusion of children and young people.

Empowered by diversity

At Uniting, inclusion isn’t just something we value – it’s how we work. Our culture and practice reflect the vibrant diversity of our colleagues, and the clients and communities we serve.

Employment with Uniting is subject to satisfactory background checks, which may include a national police check, reference checks, working with children checks, and NDIS checks.

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