Hinchen Recruitment is proud to be partnering with a highly respected national organisation supporting veterans, current serving Defense members and their families across Australia.
We are seeking an experienced Manager, Service Design to lead the redesign and optimisation of critical veteran-facing services within a complex and evolving service delivery environment.
This is a unique opportunity for a service design, transformation or change professional who thrives in stakeholder-heavy environments and wants to deliver meaningful community impact through strategic operational improvement.
About the Role
Reporting to the General Manager, Strategy & Service Enablement, this role will lead the review, redesign and improvement of frontline support services using human-centred design principles and evidence-based practice.
You will work closely with operational leaders, clinicians, service teams and frontline stakeholders to identify pain points, challenge legacy processes and design sustainable, customer-centric solutions that improve service delivery and client outcomes.
This is not a purely theoretical or consulting-style design role. We are looking for someone pragmatic, emotionally intelligent and capable of influencing experienced frontline professionals through periods of change and ambiguity.
The role will involve facilitating workshops, leading stakeholder engagement, driving process improvement initiatives and translating strategy and research into practical operational models.
Key focus areas in the first 6 months are expected to include:
- Wellbeing service redesign
- Intake model transformation
- Review and optimisation of support pathways
- Service improvement initiatives across employment, compensation and care services
- Lead end-to-end service design and business improvement initiatives
- Facilitate workshops and co-design sessions with frontline teams and stakeholders
- Analyse current workflows, systems and service delivery models to identify opportunities for improvement
- Use evidence, research and data insights to redesign services and improve customer outcomes
- Influence and guide stakeholders through organisational change
- Develop implementation plans and support service transformation initiatives
- Work collaboratively with process specialists, analysts and operational leaders
- Champion continuous improvement and innovation across the organisation
You are an experienced service design, transformation or change professional who can confidently engage with complex stakeholders and navigate sensitive operational environments.
You will ideally bring:
- Experience within healthcare, community services, NDIS, government or human services environments
- Strong stakeholder engagement and facilitation capability
- Experience working alongside clinicians or frontline service providers
- Human-centred design and process improvement experience
- The ability to influence without direct authority
- Strong communication, emotional intelligence and relationship-building skills
- The ability to manage ambiguity, competing priorities and evolving project scopes
- Experience leading workshops, mapping processes and implementing operational change initiatives
What's on Offer
- Opportunity to drive meaningful service transformation
- Purpose-led organisation making genuine community impact
- Hybrid working model
- High-autonomy role with strong leadership support
- Collaborative and values-driven team environment
- Brisbane CBD / Fortitude Valley location
- Salary guide circa $120,000 + super + salary packaging benefits
For a confidential discussion, contact Lorraine at Hinchen Recruitment on 0431767528, or Apply now by following the links below.
Hinchen Resources are a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country: Hinchen Resources pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder’s past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.
