ResMed Provider Experience: Pioneering AI-Native Healthcare CX
Role: Director, Digital Provider Experience, Resmed (current)
The challenge
Resmed is a Fortune 700 healthcare company in the middle of a once-in-a-generation strategic transformation. The 2030 strategy expands beyond core sleep apnea therapy into adjacent markets like insomnia and COPD, builds a fully integrated digital health ecosystem, and weaves AI into how clinicians, distributors, and care teams work day to day. My role sits at the heart of that transformation.
The challenge: design the next generation of digital provider experiences for the people managing millions of patients globally, at the moment AI is becoming a core part of healthcare operations, without losing the human trust that healthcare runs on.
How I lead
I lead UX strategy and the design team for Resmed's digital provider experience, the connected health ecosystem clinicians, distributors, and care teams use every day. My remit covers Provider Solutions across global markets, in close partnership with Product Management and Engineering to align design outcomes with the broader business.
I also lead early-adopter experimentation on AI-native products with cross-functional partners across the company, shaping how AI shows up in healthcare customer experience with humans firmly in the loop. My thesis: AI should accelerate the human-led trust between providers, patients, and the care teams who serve them. Healthcare deserves AI that gives clinicians more room to do the work only humans can do.
The approach holds three commitments together.
Customer obsession at the strategic layer. Voice of Customer is integrated as early as possible in the product cycle, before specs are written. We identify the moments in the customer lifecycle where ambiguity, complexity, or risk is highest, and we focus there.
AI that amplifies human judgment. AI is a tool inside the experience. The metrics that count are clinician time saved, patient ambiguity reduced, and trust earned. Adoption follows.
Cross-functional alignment as a design discipline. I work in tight partnership with Product, Engineering, and the broader CX leadership team, building the rituals and strategic frameworks that keep design, product, and engineering shipping in the same direction.
What I'm building toward
The work is current. Specific outcomes will be shared as launches and pilots reach public milestones. The value, however, is already clear: clinicians get more time for the work only humans can do, distributors get the tools to support patients with confidence, and patients walk through their care with less ambiguity in the moments that matter most.
Design earns trust. AI scales it. Humans give it meaning.