ResMed is hiring: Service Design Lead in San Diego

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.

Let's talk about the role

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.

Let's talk about you:

• Minimum of 8 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. supply chain planning, 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, 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.

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $138,000 - $208,000

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant. In Summary: Global Technology Solutions (GTS) at ResMed 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 . We are looking for a talented Senior Service Designer to join our growing design team . En Español: Global Technology Solutions (GTS) en ResMed es una división dedicada a crear plataformas y servicios innovadores, escalables y seguros para los pacientes, proveedores y personas de ResMed. El objetivo principal de GTS es acelerar el bienestar y el crecimiento mediante la transformación del núcleo, posibilitando resultados de paciente, gente y socios, y construyendo operaciones preparadas para el futuro. Trabajamos de forma interfuncional con equipos empresariales y tecnológicos en todo el mundo, aportando nuestra experiencia en investigación de diseño, narración de historias y estrategia para ayudar a resolver problemas complejos. Desde explorar el futuro de nuestras plataformas de comercio electrónico hasta crear viajes transformadores de extremo a extremo del servicio a los dispositivos médicos, orquestamos resultados en una amplia cartera de marketing, ventas, servicio al cliente y más. Buscamos un diseñador senior de servicios talentoso y experimentado que se une a nuestro creciente equipo de diseños en GTS. Hablemos sobre la función como diseñador líder de servicios, usted será responsable de asociarse con las unidades comerciales en toda una cartera, trayendo liderazgo y experiencia en diseño para resolver problemas complexos que son fundamentales para lograr resultados estratégicos. Usted construirá relaciones sólidas a través de su cartera y dará forma al papel así como al valor del diseño en reimaginar sus propias plataformas estratégicas, servicios y servicios. 1 en 1 entrevistas, encuestas, consultas contextuales, etc.) para deshacerse de los contextos, necesidades y puntos de dolor del usuario. Colaborar con gerentes de productos, arquitectos, analistas empresariales y otras partes interesadas para obtener una comprensión más profunda de nuestros viajes de usuario de extremo a extremo, procesos, tecnología y datos. Crear mapas de viaje del usuario para visualizar la experiencia del usuario a través de diferentes etapas y canales. Identificar oportunidades de mejora e innovación en todas las plataformas y servicios. Desarrollar planos detallados de servicio que abarquen todo el proceso de servicio, incluidas las actividades frontal y backstage. identificar puntos clave e interacciones para garantizar una experiencia de servicio cohesiva desarrollar archetipos detallados basados en hallazgos de investigación para representar las diferentes necesidades y comportamientos de los usuarios. Asegurar que estos grupos de interés buscan diseñar decisiones y orientar las soluciones que satisfagan las necesidades de todos los clientes. Dirigir estrategias de desarrollo de historias de usuario y innovaciones visuales en toda la plataforma. Co-crear las metodologías, marcos y formas de trabajar para la práctica del diseño en GTS, asegurando una propuesta adecuada a los propósitos que desbloquea el impacto de GTS en la realización de la visión de Resmed. Hablemos sobre usted: Un mínimo de 8 años de experiencia en diseño o investigación de diseño, con al menos 4 de ellos en Servicio y Diseño Estratégico. Una cartera sólida mostrando su trabajo y experiencia aplicando diseño a proyectos complejos, en grandes organizaciones matriz. La experiencia en aplicar diseño para ayudar a transformar y escalar plataformas empresariales globales (por ejemplo, planificación de cadena de suministro, CRM etc.) es muy deseable. Es conveniente obtener un título de licenciatura en HCI, Psicología, Diseño Interaccional, Diseino Industrial, Design Digital, Antropología o campo relevante. Las calificaciones postgraduadas en psicología u otro grupo de investigaciones o ciencias comportamentales son deseables Proficientemente basados. Conocimiento de múltiples áreas de negocio, incluyendo digital, producto, venta al por menor, centro de contacto, investigación y conocimientos, marketing, TI y otros. Comprender la gestión de productos, inyectar procesos de diseño en ciclos ágiles de desarrollo. Un espíritu emprendedor que está seguro de presentar conceptos e ideas. Una actitud "puedo hacer" con la tenacidad para superar obstáculos y impulsar sin descanso a la excelencia en la experiencia del cliente. Proficiencia en herramientas de diseños y whiteboarding como Figma, Miro. Estamos configurando el futuro en ResMed, y reconocemos la necesidad de construir y ampliar nuestras habilidades existentes y continuar atrayendo y reteniendo los mejores talentos del mundo. Trabajamos duro para ofrecer paquetes holísticos de beneficios, proporcionar acuerdos flexibles de trabajo, cultivar una cultura laboral que permita a los empleados crecer personalmente y profesionalmente, y salarios competitivos para miembros del equipo de contabilidad de ADHSA. Nuestros empleados reciben las siguientes prestaciones: Los empleados acumulan quince días de tiempo libre remunerado (PTO) en su primer año de empleo, reciben 11 vacaciones pagadas más 3 días flotantes y son elegibles para 14 semanas de licencia del cuidador primario o dos semanas de licencias secundarias al recibir a nuevos miembros de la familia. Las decisiones individuales sobre el pago se basan en una variedad de factores, como la ubicación laboral geográfica del candidato, las calificaciones pertinentes, la experiencia laboral y las habilidades. En ResMed no es típico que un individuo sea contratado en o cerca de la parte superior de su rango por su papel y las decisiones de compensación dependen de los hechos y circunstancias de cada caso. ¡Una estimación razonable del rango básico actual para este puesto es: $8,000 - 138,000 Comprometiéndose con nosotros es más "sí" para crear un lugar más saludable. Es descubrir una cultura profesional respetuosa e inspiradora.