Lead Service Designer

Global Technology Solutions (GTS) at Res Med is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across Res Med. 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. The Res Med team is taking giant strides towards making this a reality. The Global Technology Solutions (GTS) group at Resmed are a core enabler of this longer-term mission. GTS are the stewards of technology and an accelerator of innovation.
We exist 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 part of the Design Practice, Strategy & Delivery function in GTS, our role is to leverage strategic, service and product design to help transform a diverse portfolio of digital platforms and services across Resmed. We work in cross-functionally with business and technology teams across the globe, bringing our expertise in design research, storytelling and strategy to help solve complex problems.

Today, our core portfolio includes marketing, sales, customer service and more.
From exploring the future of our e-commerce platforms to transforming the end-to-end experiences of repairing medical devices, our work spreads across journeys and regions  superpower is helping orchestrate decisions and outcomes that create value for Resmed, our people, our partners and our patients.
We are looking for a talented and experienced Lead Service Designer to join our growing design team.  
** 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, digital 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.
* 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 front stage 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…