Head, Customer Intelligence Foundations & AI Governance

ResMed; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

ResMed is seeking a leader to establish and evolve the Customer Intelligence Foundations, shaping governance for AI agents, knowledge layers, and synthetic audiences to drive CX improvements. You will partner with CX, Product, and leadership to align intelligence with business priorities.

The role is hybrid, requiring 2–3 days in the Sydney office and close collaboration with global teams to deliver trusted customer insights across the organisation.

Qualifications

• Experience designing, deploying, governing, or operating AI-enabled systems and knowledge layers.
• Ability to shape how AI agents and governance work within a broader operating model.
• Strong expertise in journey management, customer experience measurement, and improvement.
• Customer-first mindset translating intelligence into product and service decisions.
• Systems thinking linking research, signals, strategy, CX priorities, and outcomes.

Responsibilities

• Lead the Customer Intelligence Foundations team with clear roles, rhythms, and quality standards.
• Build a culture grounded in curiosity, rigour, responsible AI, and customer-centered decisions.
• Own and evolve the EXI knowledge layer with structured, governed insights.
• Define strategy for AI-enabled insight agents and trusted customer intelligence access.
• Establish governance for AI agents including evaluation, risk mitigation, and escalation.
• Develop AI-enabled capabilities to support business decision-making.
• Govern synthetic audiences with validation standards and ethical guardrails.
• Partner with CX leadership to shape the broader CX agentic strategy.
• Connect intelligence capabilities with product priorities and experience objectives.
• Monitor emerging AI practices and balance human judgement with scalable intelligence.

Skills

AI-enabled systems

Governance processes

Journey architecture

CX measurement

Cross-functional experience

Strategic capabilities

Stakeholder alignment

Leadership coaching

Job description

ResMed is seeking a leader to establish and evolve the Customer Intelligence Foundations, shaping governance for AI agents, knowledge layers, and synthetic audiences to drive CX improvements. You will partner with CX, Product, and leadership to align intelligence with business priorities.

The role is hybrid, requiring 2–3 days in the Sydney office and close collaboration with global teams to deliver trusted customer insights across the organisation.