Head of AI-Driven Customer Intelligence

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

Job summary

Resmed is building a new strategic capability within Experience Insights to unify customer knowledge, research, behavioral science, journey intelligence, and AI-enabled systems. The Lead, Customer Intelligence Foundations role will shape how trusted customer intelligence is created, governed, and activated across the business.

You will own the evolution of the EXI knowledge layer, guide AI agent strategy and governance, and develop synthetic audience guardrails to support end-to-end experience

Qualifications

• Experience designing, deploying, governing, or operating AI-enabled systems, agentic workflows, knowledge layers, synthetic audiences, or LLM-enabled insight tools.

Responsibilities

• Lead the Customer Intelligence Foundations team, establishing clear roles, operating rhythms, quality standards, and ways of working.
• Build a culture grounded in curiosity, rigour, responsible AI, and customer-centered decision-making.
• Own and evolve the EXI knowledge layer, ensuring customer, provider, journey, behavioural, and research insights are structured, governed, maintained, and reusable.
• Define and execute the strategy for AI-enabled insight agents that help teams access trusted customer and experience intelligence.
• Establish governance frameworks for AI agents, including quality evaluation, risk mitigation, review processes, and escalation paths.
• Lead the design, development, and maintenance of AI-enabled intelligence capabilities that support business decision-making.
• Develop and govern synthetic audience approaches, including validation standards, ethical guardrails, limitations, and appropriate use cases.
• Partner closely with CX leadership to shape and operationalize the broader CX agentic strategy.
• Connect customer intelligence capabilities with product priorities, CX direction, and experience strategy objectives.
• Monitor and evaluate emerging practices across AI agents, LLM-enabled knowledge systems, retrieval-augmented generation, synthetic users, AI evaluation, UX and CX research, behavioral science, and strategic intelligence.
• Contribute to the growth of an EXI culture that balances human judgement with scalable intelligence enablement.

Skills

AI governance

Knowledge systems

Journey architecture

CX measurement

Leadership

Stakeholder influence

Customer-centric

Job description

Resmed is building a new strategic capability within Experience Insights to unify customer knowledge, research, behavioral science, journey intelligence, and AI-enabled systems. The Lead, Customer Intelligence Foundations role will shape how trusted customer intelligence is created, governed, and activated across the business.

You will own the evolution of the EXI knowledge layer, guide AI agent strategy and governance, and develop synthetic audience guardrails to support end-to-end experience