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Lead Service Designer

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ResMed

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Location:
United States; Canada , San Diego ▼

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

171000.00 - 257000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • Partner with business, product and technology leaders to understand key strategic outcomes, problems and opportunities as well as shape the role of design
  • Lead the scoping, design, set up and execution of strategic discoveries across the portfolio
  • Work with teams to define clear strategies and success metrics for projects
  • Lead the design, set up and execution of mixed method research techniques
  • 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
  • Develop detailed service blueprints that map out the entire service process
  • Develop detailed user archetypes based on research findings
  • Lead storytelling and visualization to help cross-functional teams to develop a deep understanding of user journeys
  • Lead the design and facilitation of co-creation workshops with stakeholders
  • Co-create the methodologies, frameworks and ways of working for the design practice in GTS

Requirements:

  • Minimum of 7 years of experience in design or design research
  • At least 4 years in Service and Strategic Design
  • Strong portfolio showcasing work and experience applying design to complex projects in large matrix organizations
  • 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
  • Proficient across the end-to-end design lifecycle
  • 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
  • Knowledge of multiple business areas, including digital, product, retail, contact center, research and insights, marketing, IT and others
  • 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

Nice to have:

  • Experience in applying design to help transform and scale global enterprise platforms (e.g. E-commerce, CRM etc.)
  • Post-graduate qualifications in Psychology or another research or behavioral science-based field
What we offer:
  • 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)
  • tuition assistance
  • Flexible Time Off (FTO)
  • 11 paid holidays plus 3 floating days
  • eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
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