Lead Service Designer

Resmed•San Diego, CA

3d•$171,000 - $257,000

About The Position

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations. The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency. Imagine a world where people are delighted by their healthcare experiences. The ResMed team is taking giant strides towards making this a reality. The Global Technology Solutions (GTS) group at Resmed are a core enabler of this longer-term mission. GTS are the stewards of technology and an accelerator of innovation. We exist to enable Resmed’s vision by building innovative, scalable and secure platforms and services for patients, providers and our people. Let’s talk about the team As part of the Design Practice, Strategy & Delivery function in GTS, our role is to leverage strategic, service and product design to help transform a diverse portfolio of digital platforms and services across Resmed. We work in cross-functionally with business and technology teams across the globe, bringing our expertise in design research, storytelling and strategy to help solve complex problems. Today, our core portfolio includes marketing, sales, customer service and more. From exploring the future of our e-commerce platforms to transforming the end-to-end experiences of repairing medical devices, our work spreads across journeys and regions at Resmed. Our superpower is helping orchestrate decisions and outcomes that create value for Resmed, our people, our partners and our patients. We are looking for a talented and experienced Lead Service Designer to join our growing design team. Let’s talk about the role As a Lead Service Designer, you will be responsible for partnering with business units across a portfolio, bringing design leadership and expertise to solve complex problems that are foundational to achieving key strategic outcomes. You will build strong relationships across your portfolio and shape the role as well as value of design in reimagining journeys, digital platforms and services. You will own and lead the design process end-to-end, from research, storytelling, strategy formation through to experimentation and enabling execution.

Requirements

Minimum of 7 years of experience in design or design research, with at least 4 of those in Service and Strategic Design.
Strong portfolio showcasing your work and experience applying design to complex projects, in large matrix organizations.
Bachelor’s degree in HCI, Psychology, Interaction Design, Industrial Design, Digital Design, Anthropology or relevant field is desirable.
Proficient across the end-to-end design lifecycle, from current and future state discoveries, through to experimentation and supporting the build and GTM of solutions/services.
Proven ability to weigh user needs against business outcomes and building commercially viable solutions.
Proven ability to engage with, influence and win the support of senior decision makers through masterful story telling. The ability to effectively communicate a customer-centric agenda to generate understanding and buy-in amongst a broad stakeholder group
Strong understanding of human behavior, and human-computer or customer service interaction patterns.
Knowledge of multiple business areas, including digital, product, retail, contact center, research and insights, marketing, IT and others.
Understanding of product management and how to inject design processes into agile development cycles.
An entrepreneurial spirit who is confident in putting forth concepts and ideas.
A 'can do' attitude with the tenacity to overcome obstacles and relentlessly push for excellence in customer experience.
Proficiency in design and whiteboarding tools such as Figma, Miro.

Nice To Haves

Experience in applying design to help transform and scale global enterprise platforms (e.g. E-commerce, CRM etc.) is highly desirable.
Post-graduate qualifications in Psychology or another research or behavioral science-based field is highly desirable.

Responsibilities

Partner with business, product and technology leaders to understand key strategic outcomes, problems and opportunities as well as shape the role of design in unlocking these.
Lead the scoping, design, set up and execution of strategic discoveries across the portfolio, ensuring strong alignment with business priorities and objectives.
Work with teams to define clear strategies and success metrics for projects, ensuring that design is properly applied to drive the right outcomes and on time.
Lead the design, set up and execution of mixed method research techniques (e.g. 1 on 1 interviews, surveys, contextual enquiries etc.) to unpack user contexts, needs and pain points.
Collaborate with product managers, architects, business analysts and other stakeholders to get a deeper understanding of our end-to-end user journeys, processes, technology and data.
Create user journey maps to visualize the user experience across different stages and channels.
Identify opportunities for improvement and innovation across platforms and services.
Develop detailed service blueprints that map out the entire service process, including frontstage and back-stage activities.
Identify key touchpoints and interactions to ensure a cohesive service experience
Develop detailed user archetypes based on research findings to represent different user needs and behaviors. Use these to guide design decisions and ensure that services meet the needs of all user segments.
Lead storytelling and visualization to help cross-functional teams to develop a deep understanding of user journeys and seek to align these against business strategy as well as technology constraints to develop new solutions.
Lead the design and facilitation of co-creation workshops with stakeholders, including users, employees, and partners, to collaboratively design and refine solutions in a complex environment.
Co-create the methodologies, frameworks and ways of working for the design practice in GTS, ensuring a fit for purpose proposition that unlocks GTS’ impact in realizing Resmed’s vision.

Benefits

comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
Employees have Flexible Time Off (FTO), receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

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