Senior Service Designer

Let’s talk about the opportunity

ResMed is seeking a highly motivated Senior Service Designer or UX Designer to join the technology team and redesign the company’s Corporate Systems. In this role, you will be joining us on our journey to apply product and design thinking to operations (eg. customer purchasing experience, supplier experience, etc), finance and other business systems. You will work with a highly motivated and high performing team who is committed to transforming the future of the company globally. This role will be part of a growing user experience (UX) team as well as be embedded into cross-functional squads to support our desired customer and business outcomes.

To thrive in this role, you will have an extensive background in service design or user experience design and a passion for driving innovative, customer-centric solutions across a global ecosystem of products, services, and digital technology. You possess an eagerness to influence business decisions for the user and for shaping company culture and processes. You also have experience leading, facilitating and collaborating in discovery and design workshops, while bringing other teams along the way.

Let’s talk about the responsibilities

• Investigate. Lead on discovery with customers and colleagues, applying a range of research techniques such as interviews, surveys, contextual inquiries/field visits, ethnography, as well as industry and trend research to drive solutions based on user and business goals.
• Blueprint. Champion the bringing to life of current and future state experiences using storyboards, process flows, journey maps and service design blueprints to articulate the how and why to the business.
• Strategise. Zoom in and out to take a holistic perspective on ways to create business value and improve the user experience, define success metrics and prioritisation criteria for business impact, and surface wider implications.
• Advocate. Drive excellent customer and colleague interactions and be the voice of experience in a cross functional stakeholder room. Redefine user needs and translate them into user stories and features to meet these needs.
• Prototype. Generate ideas, concepts, sketches, scenarios and visually compelling frameworks or wireframes that consider user impacts. Create workable prototypes in multiple mediums and levels of fidelity (physical, digital, low and medium fidelity, tangible and conceptual).
• Visualise. Visualise and translate technical complexity in ways that make it simple and accessible for non-technical audiences. Communicate effectively across organisational and technical boundaries with an influential voice to position ideas for maximum user impact.
• Innovate. Make informed decisions based on the latest advances in technology to develop detailed future state blueprints and other specification documentation for technology teams to build, test and implement.
• Collaborate. Collaborate with a range of internal/external stakeholders, contribute to healthy team motivation and morale, giving and receiving constructive feedback, while creating trust and authenticity.
• Facilitate. Lead on the planning and facilitation of design workshops for discovery, ideation and blueprinting, with small and large groups, remotely and in person. Build consensus toward effective decisions, and demonstrate to others who were not present how decisions were reached.
• Agile working. Apply an agile mindset, an iterative method and flexible approach while working in cross-functional teams in a fast-paced, evolving environment.
• Design within constraints. You understand and work within given constraints (such as technology, policy, regulatory, financial, and legal constraints). You challenge constraints that can be changed and ensure compliance with constraints by adapting where needed.

Let’s talk about what you need

• Tertiary qualification in Service Design, Interaction Design, Graphic Design, Industrial Design, Information Science, Human-Computer Interaction or equivalent practical experience.
• A minimum of 5 years’ experience working as a Service Designer or UX Designer and 2 years leading projects.
• A portfolio demonstrating in-depth knowledge and experience of service design and/or UX design projects across varied users, business problems, and digital channels.
• Skilled in design tools such as Figma or Sketch, and online collaboration tools such as Miro.
• Understanding of end-to-end and agile technology delivery, covering discovery, design, build, test and rollout.
• Involvement in delivering a service model transformation in a large-scale enterprise is highly desirable.