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. ResMed team is taking giant strides towards making this a reality. The Global Technology Solutions (GTS) group at Resmed are the core of enabling this mission. GTS are the stewards of technology and an accelerator of innovation. GTS exists 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 the Customer Platforms Strategy & CXi Team in GTS, our role is to leverage design to help build platforms and services create market leading experiences for our users whilst unlocking scale and value for Resmed. We work cross-functionally with business and technology teams across the globe, bringing our expertise in design research, storytelling and strategy to help solve complex problems. From exploring the future of our e-commerce platforms to creating transforming end to end journeys of servicing medical devices, we orchestrate outcomes across a large portfolio of marketing, sales, customer service and more.
We are looking for a talented and experience Senior Service Designer to join our growing design team in GTS.

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, 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.

• 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.
• 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.
• Work with teams to define clear strategies and success metrics for projects, ensuring the design is properly applied to platforms and on time.
• 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.