AI-Driven Knowledge Architect for Customer Intelligence

ResMed Inc; Sydney; On-site; AUD 170,000 - 210,000; Full time

Job summary

ResMed Inc invites a Senior Specialist, Customer Intelligence Foundations to own and evolve EXI’s knowledge layer, providing reusable, AI-enabled customer and experience intelligence. You will define taxonomy, metadata, and access rules, ensure high-quality evidence, and shape how humans and AI retrieve and trust knowledge.

You will collaborate with Engineering, Data Science/AI, Product and platform teams to align knowledge with enterprise systems, while driving governance and usability

Responsibilities

• Own and develop EXI’s knowledge layer as the trusted foundation for reusable, AI-enabled customer, provider and experience intelligence.
• Define and maintain the knowledge architecture for EXI assets, including taxonomy, metadata, tagging, source hierarchy, evidence standards, insight structure, permissions and appropriate-use guidance.
• Establish evidence quality standards so insights are clearly labeled by confidence level, recency, source strength and appropriate use.
• Define requirements for how humans and AI systems access EXI knowledge, including retrieval patterns, source-grounding expectations, answer traceability, privacy, permissions, and usage guardrails.
• Understand the challenges that users have with accessing & connecting insights and knowledge, iteratively build and test agents and tools with usability in mind.
• Support the creation of knowledge-querying agents by defining the underlying knowledge structure, retrieval requirements, source hierarchy, test questions and expected answer patterns.
• Establish refresh cycles, maintenance practices and governance routines to keep the knowledge layer trustworthy, relevant and aligned to CX and Product priorities.
• Provide ongoing support for knowledge layer users by answering questions, gathering feedback, identifying usability issues and improving how people find and apply existing intelligence.
• Monitor knowledge layer usage, user feedback, content quality and retrieval performance to identify improvements and guide future enhancements.
• Help define standards for what belongs in the knowledge layer, what should remain in source systems, and what should be elevated into agent-ready intelligence.
• Translate research, VOC, BeSci, journey intelligence, product learning into structured knowledge assets that are findable, traceable, current and actionable.
• Partner with Engineering, GTS, AITO, Data Science, Product and platform teams to align where EXI knowledge lives, how it is accessed, and how it connects to enterprise systems and AI-enabled tools.

Job description

ResMed Inc invites a Senior Specialist, Customer Intelligence Foundations to own and evolve EXI’s knowledge layer, providing reusable, AI-enabled customer and experience intelligence. You will define taxonomy, metadata, and access rules, ensure high-quality evidence, and shape how humans and AI retrieve and trust knowledge.

You will collaborate with Engineering, Data Science/AI, Product and platform teams to align knowledge with enterprise systems, while driving governance and usability