Service Design and Innovation Specialist in Gold Coast

Full-Time, Max Term Role offering 12 Months

Location: Flexible State Location, with Work from Home

Salary $107,600 + Super + NFP Salary Packaging Benefits

Make a meaningful difference to the lives of Australians in need.

Life at Mission Australia

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country. Together we're building hope and possibility for all.

Your opportunity

Every meaningful service begins with listening, understanding, and a belief that better outcomes are possible. At Mission Australia, we partner with people, communities and colleagues to build hope and create lasting change for those experiencing challenging times.

As our Service Design & Innovation Specialist, you will help shape the future of how we support people across Australia, bringing together lived expertise, human-centred design and evidence-based practice to create services that are more responsive, impactful and sustainable. Working alongside passionate service delivery teams and communities, you'll turn insights into action, helping design innovative approaches that strengthen lives, communities and systems, all while advancing our vision of building a fairer Australia where everyone can thrive.

Your key responsibilities will be to:

• Design and develop innovative service models and practice approaches that improve outcomes for people experiencing challenging times.
• Partner with service delivery teams, communities and people with lived expertise to co-design services using human-centred design principles.
• Translate research, evaluation findings, impact data and best practice evidence into practical service improvements and innovation opportunities.
• Support the implementation and continuous improvement of flagship service models, ensuring they remain effective, sustainable and responsive to community needs.
• Facilitate workshops, consultation activities and collaborative design processes that engage stakeholders and strengthen participation.
• Build organisational capability in co-design and human-centred design through training, coaching, resources and practical support.
• Provide expert advice and guidance to leaders and frontline teams on service design, innovation, community development and participation practices.
• Develop strong internal and external partnerships to drive strategic initiatives, share insights and support innovation across Mission Australia.

Requirements for success

• Tertiary qualifications in a relevant discipline such as Human Services, Social Work, Community Development, Public Policy, Service Design, Strategic Design, Innovation Management or a related field.
• Experience in service design, innovation, program development or continuous improvement, ideally within the community, human services or not-for-profit sector.
• Demonstrated expertise in human-centred design, co-design methodologies and trauma-informed approaches.
• Ability to translate research, evaluation findings and service insights into practical and scalable solutions.
• Strong project management skills, with the ability to manage multiple priorities and deliver outcomes in complex environments.
• Experience facilitating workshops, stakeholder engagement activities and collaborative design processes, both virtually and in person.
• Exceptional relationship-building skills, with the ability to influence, collaborate and engage diverse stakeholders.
• Strong analytical and critical thinking skills, including the ability to synthesise complex information and identify opportunities for improvement.
• Excellent written and verbal communication skills, including the ability to present ideas, develop resources and communicate complex concepts clearly.

Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

Your benefits

• Rewarding work – every day you know you're making a real difference.
• Not-for-profit salary packaging, reducing your tax.
• Free external, confidential counselling.
• Volunteering opportunities.
• Opportunity to purchase additional annual leave.
• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off.

Our culture

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career. We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve. We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you're skilled and actively support our purpose and values, you would be welcome at Mission Australia.

If you live with disability and require support to submit your application, please email talentattraction@missionaustralia.com.au. We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at Deadlycareers@missionaustralia.com.au.