Director, Omnichannel Experience

The Challenge

Sleep apnea is just the start. We're building a connected health ecosystem at ResMed, and you can be our architect of digital consumer experience.

Imagine crafting intuitive digital journeys that transform users into empowered partners on their health path. This is your chance to redefine the way people interact with their well-being.

From a base of Sydney or San Diego, the leader of Omnichannel Experience will lead a team whose mission is to deliver seamless & immersive experiences integrating online & offline touchpoints, engaging all five senses. As a part of the CX leadership team, the expectation is to work alongside their peers to develop touchpoints that are well considered, desirable & usable - and fit the overall customer experience where every interaction with our brand is meaningful, engaging, and aligned with our customers' expectations.

With an experimental approach, the leader will need to closely navigate through the complexities of different markets (such as China), to build & orchestrate experiences of varying maturities, cultures & scale. Striking the right balance of creating, supporting & directing will be key to the success of the role.

The leader should reflect an underlying a passion for customer-centricity, excellent relationship-building skills, and a strong sense of creativity and accountability.

Let's talk about the role:

• Omnichannel Experience Leadership & vision: Lead a team to deliver seamless and immersive experiences across various online & offline touchpoints, focusing on delivering meaningful, engaging, and desirable interactions aligned with customer needs and expectations. Set the bar-raising vision for offline experiences including environment/space design, customer service interactions & other ResMed interactions working alongside Marketing/ Revenue partners.

• Collaborative CX Leadership: Work alongside peers in the CX leadership team to develop well-considered, desirable, and usable touchpoints that fit into the overall customer experience, ensuring every interaction with the brand is meaningful and engaging.

• Delivery-Focused Innovation: Emphasize the importance of delivery as the team shapes new areas by integrating offline and online experiences, aiming to create a cohesive brand personality that engages all five senses.

• Market Navigation and Strategic Partnership: With an experimental approach, the leader will need to closely navigate through the complexities of different markets (such as China), to build & orchestrate experiences of varying maturities, cultures & scale. Striking the right balance of creating, supporting & directing will be key to the success of the role.Additionally, serve as a strategic partner to Product Management and Engineering, helping define the product strategy across all ResMed experiences.

• Passion for Customer-Centricity and Creativity: Leverage extensive experience in product design to reflect a passion for customer-centricity, exceptional relationship-building skills, and a strong sense of creativity and accountability in the leadership role.

Let's talk about you:

• Customer first mindset: Deep understanding of our customers experiences with the passion to continuously evolve and influence the way we design experiences and products to create a step-change in how a customer interacts with ResMed.

• Strategic & Visionary thinking: Develop and execute visionary experiences that are strategically aligned with the company's global business objectives, whilst appreciating cultural nuances, preferences, and behaviours in different regions. Curiosity & growth mindset is key.

• Inspirational Leadership: Able to inspire teams through deeply considered vision that empowers individuals and teams, igniting enthusiasm, fostering collaboration, driving to exceptional results.

• Technical Proficiency: Strong understanding of experience design principles across CX, UX, ID or other Design capabilities. Ability to nurture & coach these capabilities, and keep abreast of emerging trends in design, research & technology to drive best-in-class teams.

• Ability to Influence: Able to influence broadly across the organization to drive a focus on customer experience and design excellence given the multi-team touchpoints of a customer across ResMed. This includes influence within CX, Product & other orgs across ResMed.

Why You'll Love ResMed:

• Impact at Scale: Your work will touch millions of lives, empowering better health on a global level.

• Cutting Edge Culture: We embrace experimentation, agile development, and push the boundaries of digital.

• Collaborative Community: Join a team of passionate, brilliant minds dedicated to changing the world.

• Valued and rewarded: We offer a generous comp package, great flexibility, and travel to cool locations as part of this role.

What's next?

Ready to level up health and wellbeing? Apply now!

What's in it for 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 three weeks 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.

This role is eligible to receive an annual cash bonus payment based on company, business unit, and/or individual performance.

Base Pay Range for this position:

$180,000 - $240,000

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.