Lead Service Designer

• 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 behaviours. Use these to guide design decisions and ensure that services meet the needs of all user segments.
• Lead storytelling and visualisation 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 realising Resmed’s vision.

Let’s talk about your qualifications & experience:

• 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 organisations.
• Experience in applying design to help transform and scale global enterprise platforms (e.g. E-commerce, CRM etc.) is highly desirable.
• Bachelor’s degree in HCI, Psychology, Interaction Design, Industrial Design, Digital Design, Anthropology or relevant field is desirable.
• Post-graduate qualifications in Psychology or another research or behavioural science-based field is highly 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 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 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.