Head of AI Science for Cross-Channel Servicing (Hybrid)

Westpac; Sydney; Hybrid; AUD 260,000 - 360,000; Full time

Job summary

Westpac is seeking an AI Science leader to drive practical, responsible AI across digital channels, CCaaS and branches in a hybrid Sydney/Melbourne/Brisbane setting. You will guide evaluation, design and deployment of conversational AI, agent assist, and customer-context features while ensuring risk controls and regulatory compliance.

You will build capability, mentor teams, and partner with executives to translate business needs into scalable AI solutions, shaping the customer journeys across

Qualifications

• 10+ years in data science and applied AI, including senior leadership.
• Experience with LLMs, retrieval, agent orchestration and evaluation methods for conversational AI.
• Experience delivering AI in regulated financial services environments.
• Experience in digital servicing, contact centre or branch operations.
• Executive influence and ability to translate customer needs into business value while managing risk.

Responsibilities

• Own the cross-channel AI strategy and technical roadmap with channel product leaders.
• Partner with Digital, contact centre, branch, Product, Technology, Data and Risk leaders to frame use cases with clear problems and data needs.
• Lead technical direction for conversational AI, real-time agent assist, and customer-context integration.
• Own end-to-end solution quality from evaluation to controlled release and retirement.
• Ensure solutions meet Group AI risk policies including privacy, security, and explainability.
• Define architecture, interfaces and ownership across teams.
• Lead transition of AI capabilities to production services with Technology.
• Monitor adoption, quality, latency, risk controls and realised value across channels.
• Build and lead a team of AI professionals and contribute reusable patterns.

Skills

Data science leadership

Applied AI

LLMs

Agent orchestration

Executive communication

Financial services experience

Tools

LLMs

Retrieval

Agent orchestration

Responsible AI

Job description

Westpac is seeking an AI Science leader to drive practical, responsible AI across digital channels, CCaaS and branches in a hybrid Sydney/Melbourne/Brisbane setting. You will guide evaluation, design and deployment of conversational AI, agent assist, and customer-context features while ensuring risk controls and regulatory compliance.

You will build capability, mentor teams, and partner with executives to translate business needs into scalable AI solutions, shaping the customer journeys across