Carer Gateway Service and Experience Designer

Carer Gateway Service and Experience Designer

Location

QLD, Upper Mount Gravatt

Employment type

Full time

Posted

Posted Today

Applications close

15 October 2026

Job requisition ID

JR106418

• Design better service experiences for carers through human-centred design.
• Turn carer insights and lived experience into practical service improvements.
• $53\.43–$55\.85 per hour (SCHADS Level 5B) \+ Leave loading \+ Super \+ Salary packaging

Wellways is committed to reconciliation, lived experience and inclusivity. We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with lived experience of mental health and disability, and people who identify as LGBTIQA\+ to apply. Even if you only meet some of the criteria, we’d love to hear from you.

About this Program

Carer Gateway is an Australian Government-funded program providing free services and support to unpaid family carers. Wellways delivers Carer Gateway across Queensland and selected regions of New South Wales, supporting carers at all stages of their caring journey.

About this Opportunity

Join Wellways as a

Carer Gateway Service and Experience Designer

and help shape better, more accessible and meaningful service experiences for carers.

Working across the Carer Gateway program, you’ll use

human-centred design, service design and systems thinking

to understand how carers experience our services from end to end. You’ll bring together insights from carers, frontline teams, service data, partners and existing evidence to identify needs, barriers and opportunities for improvement.

You’ll undertake research and discovery, facilitate co-design and ideation, and turn evidence into practical design solutions. This could include developing

journey maps, service blueprints, ecosystem maps, experience flows, service concepts, interaction designs and prototypes

that help teams understand what is happening across the service and where the experience can be improved.

You’ll work alongside carers and teams across Service Delivery, Lived and Living Experience, Access and Inclusion, Training and Development, Technology, Quality and Partnerships to test ideas, refine solutions and support practical service improvements.

This is a hands-on design role for someone who enjoys making sense of complex services, uncovering what matters to people and translating insights into improvements that teams can actually use.

You will need:

• Relevant tertiary qualification and/or demonstrated experience in service design, human-centred design or a related field
• Experience applying human-centred design, service design or service redesign approaches in complex service environments.
• Experience undertaking research and discovery and synthesising qualitative and quantitative insights
• Experience in co-design, ideation, prototyping, testing and iterative design
• Ability to develop journey maps, service blueprints, experience flows, service concepts and other design artefacts
• Ability to translate complex research and service insights into clear problem definitions and practical opportunities for improvement
• Understanding of systems thinking, inclusive design, accessibility, equity and cultural safety
• Strong facilitation, communication, collaboration and stakeholder engagement skills
• Strong visual communication and documentation skills
• Proficiency with digital collaboration and visualisation tools such as

Miro

, alongside Microsoft Office or equivalent tools

You will also need:

• Current valid Driver Licence
• Right to work in Australia
• Satisfactory National Police Records Check
• Satisfactory Working with Children Check
• Completion of required regulatory training modules

About Us

Wellways Australia is a leading not-for-profit organisation supporting people, families and communities across mental health, disability, carer and community services.

We work alongside people to build skills, confidence, independence and stronger relationships. Our services are grounded in evidence, lived experience, inclusion and participation, with advocacy at the heart of creating better opportunities for people and communities.

What we offer

• A purpose-driven culture where people can thrive, everyone is respected and differences are valued
• An equitable, diverse and socially inclusive workplace
• Salary packaging up to

$15,899

• Meal and Entertainment salary packaging up to

$2,650 per annum

• 17\.5% leave loading

when taking annual leave

• Paid parental leave after 12 months of ongoing employment
• Access for you and your family to our Employee Assistance Program
• Opportunities for professional development and learning

Interested?

For a confidential discussion about the role, please contact

Puru Kundu at

PKundu@wellways.org

or 0407 922 641\.

Please click Carer Gateway Service and Experience Designer to download the Position Description for further details about the role.

Wellways Australia Limited is committed to safeguarding children and vulnerable people. All applicants applying for roles within Wellways must undergo a screening process prior to successful appointment.

How to Apply

This is your opportunity to join a values-based, innovative and nationally recognised organisation.

Please select

“Apply”

below to complete your application.

Applications Close

15 October 2026