Senior Service Designer

Imagine a world where people are delighted by their healthcare experience. The ResMed team is taking giant strides towards making this a reality. As part of the Omnichannel – Customer Experience team we are looking to solve unique and exciting challenges utilising technology, processes and connected solutions to impact over a billion people. We have an innovative 30-year history as global leading medical pioneers but now is the time to continually push boundaries, innovate in new spaces and help improve people’s health on a large scale.

Our team is dedicated to driving consumer-focused solutions and pathways across the region at scale and speed. We’re an extremely diverse team, with team members across many markets across the world. This is our strength – because we can build very diverse solutions and experiences for all consumers. We’d love to hear from you if you are comfortable with ambiguity, passionate about disrupting the healthcare and sleep industry, and are energised by diverse teams and changing the lives of 1 billion people!

Let’s talk about the role:

• Collaborate with product managers, channel managers, and other stakeholders to understand where customer experiences can be enhanced, through conducting qualitative and quantitative research and root cause analyses to get to the underlying issues
• Lead internal and external cross-functional teams to discover and solve for customer pain points and opportunities. Develop a deep understanding of customer journey pathways/segments and seek to align against business requirements to develop new solutions to take to market.
• Work alongside our Journey Management team to define the baseline customer experience journeys and leverage pain points for ideation. Work to continuously optimise various parts of the customer journey
• Work with teams to define clear strategies and success metrics for projects, ensuring the design is properly applied to the product and on time.
• Translate fuzzy concepts into a clear direction through Service Design deliverables such as journey maps, story boards, mock-ups, and prototypes that lead to intuitive user experiences.
• Conduct validation exercises to interrogate concepts and prototypes through an iterative service design process
• Create innovative solutions to tough experience challenges with product and channel manager input.

Let’s talk about you:

• 7+ years of design or design research experience, at least 2 of those years in Service Design.
• Proficiency in design and whiteboarding tools such as Figma, Miro.
• Bachelor’s degree in HCI, Psychology, Interaction Design, Digital Design, Anthropology or relevant field.
• (Ideally) Post-graduate qualifications in Psychology or other research or behavioural science-based field.
• A ‘can do’ attitude with the tenacity to overcome obstacles and relentlessly push for excellence in customer experience.
• Proficient in Design processes: relevant research (trends, competitor analysis, best practices), creating personas, use cases, user flows, journey maps, service staging. Proven ability to weigh user needs against business outcomes.
• 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 behaviour, and human-computer or customer service interaction patterns. Knowledge of multiple business areas, including digital, product, retail, contact centre, research and insights, marketing, IT and others.
• Understanding of product management, inject design processes into agile development cycles.
• An entrepreneurial spirit who is confident in putting forth concepts and ideas.
• Excellent communication skills, conviction and working with feedback.
• Ability to manage multiple projects simultaneously, from concept to completion across multiple countries and vendor management.
• Experience working in large, matrixed organisations.