Process and Continuous Improvement Lead – Global Customer Service

We are looking for our future Process & Continuous Improvement Lead to join our Global Customer Service team.


The role is based in the UK (remote work possible).


Let's talk about the Role :


The Process and Continuous Improvement Lead for Global Customer Service at ResMed will play a pivotal role in driving operational efficiency, process consistency, and strategic alignment across our global service operations. The role will focus on standardizing fragmented systems and processes while responding to an expedited transformation plan. You will partner with cross-functional teams across different regions to design, implement, and monitor new process architectures that enhance customer satisfaction, operational efficiency, and service quality.

The position currently reports to the Global Customer Service leadership team and collaborates closely with Regional Customer Service Managers, Global Customer Service shared service roles, and wide-ranging business stakeholders.

Let’s talk about the Responsibilities:

• Lead the documentation and visualization of current processes within Global Customer Service.
• Analyse and identify process inefficiencies, bottlenecks, and opportunities for cost reduction.
• Ensure process alignment with global customer service strategies and corporate objectives.
• Develop new process designs and support the implementation of continuous improvement initiatives.
• Implement structured process performance management tools and metrics.
• Train and support global teams on new methodologies and processes.
• Collaborate with IT and regional leadership to align system integration efforts with process improvements.
• Facilitate workshops and cross-functional teams to drive change and buy-in for new processes.
• Monitor, report, and continuously optimize process performance based on data-driven insights.
  
  
  

Let's talk about the Goals:

• Mentor and coach regional Customer Service leaders in adopting and understanding process improvement methodologies across applicable markets.
• Ensure alignment with the Global Customer Services and wider ResMed Quality Management System, policies, and goals.
• Successfully standardise key global processes to reduce inefficiencies and system fragmentation.
• Drive measurable improvements in process performance and customer satisfaction within 6 months of process implementation.
• Collaborate with Global Customer Services and wider ResMed network to reduce the employee effort score for GCS daily operations.
  
  
  

Let's talk about the Challenges:

• Leading a role within a complex organization undergoing significant change.
• Addressing a lack of alignment in processes and systems across countries and regions.
• In collaboration with Revenue Technology Lead and Global Technology Solutions, supporting an age the integration of fragmented systems during an expedited transformation plan.
• Ensuring process consistency across a global business with varying regional practices and priorities.
  
  
  

Let's talk about the Qualifications, Skills and Experience:


Required:

• Extensive experience in process improvement, process architecture, and continuous improvement methodologies such as Lean, Six Sigma, or similar frameworks.
• Strong background in process mapping, process analysis, and process design.
• Proven experience leading process improvement initiatives in a complex, global organization.
• Ability to navigate fragmented systems and work in an environment undergoing significant change.
• Strong communication skills and the ability to influence stakeholders across different regions and functions.
• Expertise in process performance management and the ability to implement and track key metrics.
• Proven experience of training others to succeed with measurable results
• Lean Six Sigma Black Belt certification or equivalent.
  
  
  

Preferred:

• Experience working in a global customer service environment, particularly within healthcare or technology sectors.
• Experience with large-scale system transformations and process standardization across multiple geographies.
• Strong understanding of customer service operations in a multi-regional, multi-lingual context.
• Knowledge of ResMed’s systems and processes is an advantage but not a necessity
• OCEB2 certification or experience using BPMN
• Working knowledge of Celonis or equivalent platform
  
  
  

Additional information:

• At Resmed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.
• Working from home flexibility
• You also have access to a referral bonus and to ResMed's preferred shareholding programme
• Competitive benefits (Pension, Long-Term Illness Protection, Health Insurance...)
• Internal career opportunity - joining an international fast-pace and massively growing company
• ResMed is an Equal Opportunity Employer
  
  
  

OK, so what's next?


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

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.