Head of AI-Driven Customer Intelligence Foundations

Resmed; Sydney; Ibrido; AUD 180.000 - 240.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work model

Descrizione del lavoro

Resmed seeks a Lead, Customer Intelligence Foundations to shape how trusted customer intelligence is created, governed, and activated across the business. You will lead the Customer Intelligence Foundations team and establish foundations for a scalable intelligence capability across CX, Product, and other functions.

This hybrid role requires 2-3 days in the office weekly and involves guiding AI-enabled insights, journey management, and governance to improve customer experiences across Resmed.

Competenze

• Design, deploy, govern, or operate AI-enabled systems, agentic workflows, knowledge layers, synthetic audiences, or LLM-enabled insight tools.
• Shape how AI agents, governance processes, knowledge systems, and human judgement work together within a broader operating model.
• Strong expertise in journey architecture, journey management, customer experience measurement, and cross-functional experience improvement.
• Customer-first approach with the ability to translate intelligence into better products, services, systems, and decisions.

Mansioni

• 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 insights are structured, governed, and reusable.
• Define and execute the strategy for AI-enabled insight agents that help teams access trusted customer intelligence.
• Establish governance frameworks for AI agents, including 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 and ethical guardrails.
• Partner with CX leadership to shape the broader CX agentic strategy.
• Connect customer intelligence capabilities with product priorities and experience strategy objectives.
• Monitor and evaluate emergent practices across AI agents and related fields.

Conoscenze

AI-enabled systems

Knowledge layer governance

Synthetic audiences

LLM-enabled insights

Descrizione del lavoro

Resmed seeks a Lead, Customer Intelligence Foundations to shape how trusted customer intelligence is created, governed, and activated across the business. You will lead the Customer Intelligence Foundations team and establish foundations for a scalable intelligence capability across CX, Product, and other functions.

This hybrid role requires 2-3 days in the office weekly and involves guiding AI-enabled insights, journey management, and governance to improve customer experiences across Resmed.