The Service Designer (Journeys) will be responsible for mapping & managing the Customer Experience journeys across the business & across markets. A background in Service Design, Journey Management &/or Process Engineering will be important for this role as it requires a methodical & detailed approach to understanding the processes, motivations, attitudes,  behaviours & constraints behind each journey.

 

The Service Designer (Journeys) will be required to collaborate across business units, markets & within the CX team & take the initiative to find relevant input to each of the journeys. Being a self-starter, the Service Designer will make connections & grow their influence throughout the organisation through involvement in design processes relevant to the CX journeys.

 

The primary role of the Service Design function within the Product Development team is to understand customer and business needs, map current state journeys, create specifications and designs for new products & services or improvements and enhancements to existing products & services and validate the work through testing processes such as usability testing or service staging

Let’s talk about Responsibilities

Customer-first mindset - you can develop a deep understanding of customer experiences with the passion to continuously evolve service and product design to create a step- change in how a customer interacts with ResMed. Understand cultural nuances, preferences & behaviors in different regions.Action oriented - you will develop roadmaps for how to resolve key pain point in the customer journeys. Curiosity and growth mindset are keyAnalytical - Excellent analytical & critical thinking skills. You will drill down to find the root cause of pain points in the customer journey & provide recommendations on how to resolve pain points. Will play the role of ‘agitator’ to ensure the business is driving towards better customer experiences.Technical proficiency - you have a good understanding of experience design principles, research and/or design processes. Ability to conduct a range of research techniques to understand root causes of behavior, including analysis & synthesis into meaningful stories. Ability to translate insights into action.Collaboration & influence - You thrive on collaboration & excel in clear communication. You are able to ask the right questions, in the right way to better understand the business, customers and processes that connect the two. Can communicate with senior stakeholders to influence decision making.The process followed is cyclical, design-test-iterate, to ensure the designed solutions are always meeting needs & achieving a high standard of design & innovation.  Service design teams collaborate with other product development design/engineering teams, channel owners and other stakeholders across the business to deliver solutions to market, and also closely collaborate with product management teams to ensure the business strategic goals & user goals are met.Builds productive internal/external working relationships.

Let’s talk about Qualifications and Experience

Required:

Tertiary-level qualifications in an area such as Psychology, Human Centered Design, Analytics, Business Analysis, Research, Engineering, Anthropology

Preferred:

Bachelor’s degree.Minimum of 3-5 years of related experience.Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

The above is our 'wish list'. If you meet many, but not all, the above criteria, we'd still love to hear from you! 

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.Subject to the absolute discretion of the company, this role is eligible for an annual cash bonus payment based on company, business unit, and/or individual performance. 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 range for this position is:

Total Base Pay Range

107,000 - 134,000 - 161,000 USD Annual

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.