AI-Driven Customer Intelligence Squad Lead

Medibank; Melbourne; On-site; AUD 180,000 - 240,000; Full time

Job summary

Medibank in Melbourne is seeking an experienced Squad Lead for AI Customer Intelligence & Engagement to guide the Enterprise AI Hub through large-scale transformation. You will lead data scientists and martech specialists to embed AI-powered engagement into everyday workflows.

You’ll design customer-centric strategies, partner with senior stakeholders across Marketing, Digital and Technology, and drive measurable improvements in retention and lifetime value through hyper-personalised experiences.

Qualifications

• Experience leading large-scale customer, operational or business transformation programs.
• A proven track record of redesigning workflows and operating models enabled by data, technology and AI.
• Strong customer engagement, CRM, customer intelligence or marketing transformation experience.
• The ability to influence and partner with senior stakeholders across multiple business functions.
• A commercial mindset, balanced with a strong customer-first approach.
• Experience leading multidisciplinary teams through ambiguity, change and growth.
• A passion for innovation and creating practical solutions that deliver real-world impact.

Responsibilities

• Leading the vision, roadmap and delivery of Medibank's Customer Intelligence & Engagement transformation program.
• Directly leading the squad's data scientists and marketing technology specialists, providing clear direction, priorities and coaching to translate customer and business needs into high-impact analytical, AI and martech solutions.
• Designing and embedding AI-enabled customer engagement workflows that improve customer experience, retention and lifetime value.
• Reimagining Medibank's CRM approach by bringing together AI, customer intelligence, decisioning and engagement to create more connected, personalised and responsive customer experiences.
• Driving the development and adoption of hyper-personalisation, next-best-action and intelligent decisioning capabilities across customer journeys and channels.
• Partnering with business and technology leaders to identify and deliver high-value AI use cases.
• Leading organisational change and helping teams adopt new ways of working.
• Establishing governance, operating models and decision-making frameworks that support responsible and scalable AI adoption.
• Ensuring customer, commercial and operational outcomes remain at the centre of everything we do.

Skills

Strategic leadership

Transformation programs

CRM expertise

Customer intelligence

AI & Martech familiarity

Stakeholder management

Job description

Medibank in Melbourne is seeking an experienced Squad Lead for AI Customer Intelligence & Engagement to guide the Enterprise AI Hub through large-scale transformation. You will lead data scientists and martech specialists to embed AI-powered engagement into everyday workflows.

You’ll design customer-centric strategies, partner with senior stakeholders across Marketing, Digital and Technology, and drive measurable improvements in retention and lifetime value through hyper-personalised experiences.