Customer Experience (CX) Design Lead

About the Role

As part of the global Customer Experience (CX) group, the CX Design Lead is responsible for shaping and delivering end-to-end customer experiences across ResMed’s product ecosystem.

This role partners across Hardware, Digital, Research, and Omnichannel teams to lead cross-functional collaboration and ensure cohesive, high-quality customer experiences throughout the product lifecycle.

You will play a key role in defining CX strategy, guiding design execution, and enabling capability development across people, processes, and tools- contributing to ResMed’s future product vision.

Key Responsibilities

Product & Experience Leadership

• Lead end-to-end CX design across discovery, research, design, testing, and implementation
• Shape how customers interact with and perceive ResMed products across all touchpoints
• Develop compelling narratives and presentations to influence product direction and stakeholder decisions
• Identify and apply emerging trends, technologies, and insights to inform future solutions
• Ensure compliance with quality systems, design standards, and regulatory requirements (e.g. FDA, MDR)
• Contribute to the development of CX frameworks, tools, and best practices

Stakeholder & Organisational Influence

• Partner with product, design, and engineering leaders to embed CX into product strategy and delivery
• Provide thought leadership and consultation on customer-centric design approaches
• Drive alignment across teams and promote consistent CX methodologies
• Mentor and guide teams to elevate design capability and execution standards

Market & Industry Impact

• Contribute to advancing ResMed’s product and CX vision
• Support the ambition to establish industry-leading practices in product and experience design

About You

Core Capabilities

• Customer-Centric Thinking: Deep understanding of user needs and how CX drives outcomes
• Strategic Mindset: Ability to translate business objectives into customer-focused solutions across global markets
• Leadership & Influence: Strong communicator who can align and inspire cross-functional teams
• Design & Technical Expertise: Solid grounding in experience, digital, and hardware design principles and practices
• Problem Solving: Structured, analytical thinker with the ability to navigate complexity and ambiguity

Qualifications & Experience

• Degree in Product Design, Industrial Design, UX Design, Engineering, or related field
• Experience in end-to-end product development (digital and/or hardware)
• Proven ability to communicate and present complex ideas to senior stakeholders
• Experience facilitating workshops, co-design sessions, and design processes
• Ability to influence without authority in cross-functional environments
• Familiarity with regulated environments and quality systems
• Project/program and vendor management experience preferred
• Healthcare or MedTech experience highly desirable

Experience Requirements

• Minimum 6 years’ experience in design, innovation, or product development roles

Technical Skills

• Design tools (e.g. Figma, Adobe Suite)
• Microsoft Office Suite
• Research and insight generation (including secondary research)
• AI literacy

Communication & Problem Solving

• Strong written, verbal, and visual communication skills
• Ability to distil complex information into clear insights and actionable recommendations
• Effective problem-solving in environments with ambiguity and evolving requirements

#LI-APAC

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.