Senior Service Designer

The Senior Service Designer is responsible for partnering with key business stakeholders to discover customer & business problems to be solved, understand the root cause of the problems, undertake Design methodology (including research) to resolve the problems, & work to implement relevant innovation & interventions. The Senior Service Designer will also review deployed initiatives to measure impact and provide strategy for continuous improvement.

As a master collaborator and influencer, the Snr Service Designer will establish & grow cooperative relationships across the business, & work with other CX team members & business counterparts to gain support for & deliver quality & impactful initiatives. Adaptability, comfort with ambiguity & a drive to deliver are key requirements for this role.

Let’s talk about the team:

The Customer Experience team create loveable, empowering, seamless, simple (LESS) experiences that support people to sleep better and live to their ultimate potential.

You’ll be part of the Omnichannel CX team who unify the customer experience by meeting people where they are — connecting the dots across our ecosystem to deliver a best-in-class, human-centered journey from start to finish.

Through design and co-creation, we nurture a customer-first mindset, influence big-picture decisions, and facilitate business-wide alignment. By bringing together different skills, practicing empathy and care, and working within LESS principles, we help imagine the future of CX and customer care — creating a full picture that empowers ResMed to lead with purpose.

Let’s talk about the role

As part of the Service Design team that supports our Provider experiences, you will work on our Provider system for customer device orders and returns. You will take an ecosystem approach to the problem space to understand the provider journeys in relation to the system and customer goals, decisions and tasks.

In this role, you will:

• Collaborate with cross-functional stakeholders – including product, engineering, sales, after-sales, and finance – to identify opportunities to enhance customer experiences, using both qualitative and quantitative research as well as root-cause analysis to uncover underlying issues.
• Lead internal and external cross-functional teams to uncover and address customer pain points, while aligning provider journey pathways and business requirements to develop impactful new solutions.
• Partner with our Journey Management team to define baseline customer journeys, leverage pain points for ideation, and continuously optimise different stages of the experience.
• Co-define clear strategies and success metrics for projects, ensuring that designs are translated effectively into product delivery, on time and to a high standard.
• Turn ambiguous concepts into clear directions through Service Design deliverables such as journey maps, storyboards, mock-ups, and prototypes that lead to intuitive, human-centred experiences.
• Conduct validation exercises to test and refine concepts and prototypes through an iterative design process.
• Create innovative solutions to complex experience challenges in collaboration with diverse stakeholders.

Let’s talk about you

You bring a mix of experience, curiosity, and a strong drive to create meaningful customer impact. Specifically, you have:

• 7+ years of design, design research, or customer experience, including at least 2 years in Service Design.
• Strong expertise in design processes: user research (trends, competitor analysis, best practices), persona development, use cases, user flows, journey maps, and service staging—with a proven ability to balance user needs with business outcomes.
• Experience with digital and/or e-commerce platforms and familiarity with the B2B environment, ideally working with Physicians and HMEs.
• Experience – or the openness to grow – in a multicultural environment, designing for diverse markets in a large, matrixed organisations.
• A resilient, can-do attitude with the tenacity to overcome obstacles and a passion for delivering excellence in customer experience.
• A track record of engaging, influencing, and winning the support of senior decision-makers through compelling storytelling, with the ability to communicate a customer-centric vision to diverse stakeholders.
• Confidence in discussing the same topic with cross-functional partners—from Finance to Marketing, Engineering, and Sales—adapting your approach to each.
• Excellent communication skills, openness to feedback, and the conviction to stand by well-founded recommendations.
• Proficiency with design and whiteboarding tools such as Figma and Miro.
• A Bachelor’s degree in Psychology, Interaction Design, Industrial Design, Digital Design, Anthropology, or a related field.
• (Ideally) Graduate qualifications in Psychology, or another research or behavioural science-based discipline.