Head of Customer Intelligence Foundations

Resmed; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Job summary

Resmed is seeking a leader to build and govern the Customer Intelligence Foundations team within Experience Insights. The role focuses on shaping AI-enabled customer intelligence, governance, and synthetic audience strategies to support CX, product, and business decisions.

You will own and evolve the EXI knowledge layer, guide AI agent strategy, and develop guardrails ensuring ethical and effective use of AI across the organization. This is a hybrid role with 2–3 days in the Sydney office.

Qualifications

• Experience designing, deploying, governing, or operating AI-enabled systems or LLM-enabled tools.
• Ability to shape AI agents and knowledge systems within an operating model.
• Strong journey architecture and cross-functional experience.

Responsibilities

• Lead the Customer Intelligence Foundations team with defined roles and governance.
• Develop AI-enabled insight agents and guardrails for ethical use.
• Govern the EXI knowledge layer and ensure reusable insights across CX and product.
• Partner with CX leadership to shape broader agentic strategy and AI governance.
• Monitor and evaluate emerging AI practices and translate into actionable insights.

Skills

AI systems

Governance

Knowledge layer

Team leadership

Tools

LLM platforms

Job description

Resmed is seeking a leader to build and govern the Customer Intelligence Foundations team within Experience Insights. The role focuses on shaping AI-enabled customer intelligence, governance, and synthetic audience strategies to support CX, product, and business decisions.

You will own and evolve the EXI knowledge layer, guide AI agent strategy, and develop guardrails ensuring ethical and effective use of AI across the organization. This is a hybrid role with 2–3 days in the Sydney office.