CX Operations Specialist

Sydney, NSW
Permanent
Full-time

1 month ago

Join Us to Shape Exceptional Experiences!Let’s talk about the TeamThe CX Ops & Futures team is how we make great experience design possible at scale. We’re a small, high-impact group with two connected areas of focus:CX Ops supports the day-to-day systems, tools, and processes that help design and research run smoothly.CX Futures explores what’s next, helping ResMed stay ahead through insight, foresight, and storytelling.This role is grounded in CX Ops, with the flexibility to work across key functions like research operations, design tooling, vendor onboarding, and cross-functional enablement. You’ll get exposure to the full ecosystem of how CX operates, and play a vital role in making sure great work is easy to deliver.We partner closely with Product Management, Engineering, and Delivery to keep CX integrated, efficient, and focused on what matters most to our customers. From design tool governance and templates to insights coordination and intake systems, our job is to clear the path so others can do their best work.Let’s talk about Key ResponsibilitiesAs a CX Operations Specialist, you’ll play a pivotal role in the day-to-day running of our CX activities:Coordinate and support CX research and design initiatives within product squadsHelp manage intake and prioritisation across the CX Ops backlogMaintain shared assets and systems (e.g. templates, documentation, CX playbooks)Operationalise design, research & content rituals - from sprint reviews to usability test readoutsTrack usage of tools like Jira, Figma, Confluence - and support training as neededLiaise with Procurement, Legal, and Privacy to streamline vendor onboarding and reduce frictionAssist in synthesising market, customer, and competitor insights into usable intelligencePrepare clear, compelling summaries or readouts that help communicate progress, blockers, and winsContribute to research ops infrastructure - from recruitment to compliance to insight repositoriesKeep CX teams informed and connected, helping bridge across disciplines and teamsLet's talk about the Core Pillars of the RoleProcess & Delivery: Streamline workflows, manage intake, support delivery coordinationTools & Systems: Maintain design tools, templates, rituals, and onboarding resourcesInsight Ops: Support research logistics, compliance, and knowledge managementCross-Functional Enablement: Help CX navigate Legal, Procurement, Privacy, and other partnersLet’s talk about YouYou're someone who can turn chaos into structure, ambiguity into clarity, and energy into execution. You:Have a strong bias for getting things done, with attention to both detail and impactThrive in dynamic, fast-moving environments where no two days look the sameSee systems, not just tasks, and are always looking for how things can run betterKnow how to work across design, research, product, and engineering; and speak their languageBring a positive, proactive mindset to every interactionLet’s talk about Qualifications and SkillsExperience in CX, Design Ops, UX Ops, Research Ops, or a related coordination roleStrong organisational skills and the ability to manage multiple moving partsFamiliarity with tools like Figma, Jira, Miro, Confluence, etc.Excellent communication and collaboration skillsA learning mindset - curious, adaptable, and ready to jump in wherever neededWhy This Role MattersWhen CX Ops is working well, the whole organisation feels it.
We reduce friction, build confidence, and help teams focus on the work that matters.This is a hands-on role with broad scope, perfect for someone who wants to go deep on how design and research teams work, and who’s energised by making those systems smarter, simpler, and more scalable.#LI-APACJoining 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.

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