Carer Gateway Service and Experience Designer

Design better service experiences for carers through human-centred design. Turn carer insights and lived experience into practical service improvements.

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 a 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 support and services to unpaid family carers. Wellways delivers Carer Gateway across Queensland and selected regions of New South Wales.

About this Opportunity: Join Wellways as a Carer Gateway Service and Experience Designer and play a key role in shaping better, more accessible and meaningful experiences for carers. Using human-centred design and service design approaches, you’ll listen to carers, uncover their needs and experiences, identify barriers and turn insights into practical improvements across the Carer Gateway service. You’ll work alongside carers, frontline teams and internal stakeholders to lead research, co-design, prototyping and testing across digital and non-digital experiences. You’ll bring ideas to life through journey maps, service blueprints, service concepts, experience flows and prototypes helping teams see the carer experience from end to end and make informed decisions that improve how services are accessed, delivered and experienced. This is an opportunity to use your design expertise to create real, meaningful change for carers, while contributing to continuous improvement across a national program.

You will need:

• Relevant tertiary qualification and/or demonstrated service design experience
• Experience in human-centred design, service design or service redesign
• Experience in research, co-design, ideation, testing and prototyping
• Ability to develop journey maps, service blueprints and other design artefacts
• Strong communication, collaboration and organisational skills
• Understanding of inclusive design, accessibility, cultural safety and systems thinking
• Proficiency with tools such as Miro and Microsoft Office

You will also need:

• Current valid Driver’s License and the ability to undertake travel for the role
• Current Working with Children Check and NDIS Workers Screening Check (assistance offered*)
• Right to Work within Australia
• Satisfactory National Police Records Check (valid within the last 12 months)
• NDIS Worker Orientation Module Certificate

About Us: Wellways connects people, strengthens families, and transforms communities for individuals of all ages experiencing disabilities or challenges to their social and emotional wellbeing. A leading for purpose mental health and disability support organisation operating nationally, our services span mental health, disability and community care and reach more than 7000 people each year! Working with a diverse range of people, Wellways creates an inclusive community where everyone can imagine and achieve their hopes and potential.

What we offer:

• A purpose driven culture where people can thrive, everyone is respected, and differences are valued
• An equitable, diverse, and socially inclusive work environment
• Salary packaging up to $15,899 enables you to spend a portion of your salary before it is taxed to pay for things like rent, mortgage repayments, car leasing
• Meal and Entertainment allowance via salary packaging up to $2,650 per annum
• Receive 17.5% leave loading every time you take annual leave
• Paid parental leave after 12 months of ongoing employment
• Access for you and your family to our Employee Assistance Program

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

Applications Close 15/10/2026

Culture: We’re passionate about our work, which is enjoyable, challenging and rewarding. All of our teams work to ensure everyone can imagine and achieve their hopes and potential. We know that people are unique and the experts on their life and are not defined by impairments, diagnosis or labels. We aim to specifically promote safety and inclusivity for LGBTIQ+ and First Nations communities.

Wellways is a leading not-for-profit mental health and disability support organisation operating in Queensland, New South Wales, the Australian Capital Territory, Victoria and Tasmania. Our services span mental health, disability and community care and reach more than 7000 people each year. Our 2000 staff work to create an inclusive community where everyone can imagine and achieve their hopes and potential. We connect people, strengthen families and transform communities for individuals of all ages experiencing disabilities or challenges to their social and emotional wellbeing.