Resmed · 1 month ago
Lead Service Designer
San Diego, CA, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$171K/yr - $257K/yr
7+ years expResMed is a global leader in digital health solutions, dedicated to improving healthcare experiences. The Lead Service Designer will partner with various business units to provide design leadership, facilitating the design process from research to execution and ensuring alignment with strategic outcomes.
Health CareHealth DiagnosticsMedicalMedical Device
Responsibilities
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 behaviors. Use these to guide design decisions and ensure that services meet the needs of all user segments
Lead storytelling and visualization 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 realizing Resmed’s vision
Qualification
Required
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 organizations
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
Strong understanding of human behavior, and human-computer or customer service interaction patterns
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
Preferred
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 behavioral science-based field is highly desirable
Benefits
Comprehensive medical
Vision
Dental
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)
Tuition assistance
Flexible Time Off (FTO)
11 paid holidays plus 3 floating days
14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members
Company
Resmed
ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.
5001-10000 employees
H1B Sponsorship
Resmed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (16)
2023 (10)
2022 (21)
2021 (16)
2020 (16)
Funding
Current Stage
Late StageLeadership Team
Michael "Mick" Farrell
Chief Executive Officer
Sanjay Kumar
Chief Technology Officer - ResMed SaaS
Recent News
2024-04-28
Company data provided by crunchbase