Head of Customer Intelligence Foundations & AI-Driven Insights

Medifox DAN GmbH; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Resmed is creating a new strategic capability within Experience Insights (EXI) that brings together customer knowledge, research, behavioral science, journey intelligence, and AI-enabled systems. As Lead, Customer Intelligence Foundations, you'll shape how trusted customer intelligence is created, governed, and activated across the business.

You'll lead the Customer Intelligence Foundations team and establish foundations enabling better decisions across CX, Product, and other functions.

Qualifications

• Experience designing, deploying, governing, or operating AI-enabled systems, agentic workflows, knowledge layers, synthetic audiences, or LLM-enabled insight tools.
• Ability to 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.
• A customer-first approach with the ability to translate intelligence into better products, services, systems, and decisions.
• Systems thinking that connects research, voice-of-customer signals, behavioural science, product strategy, CX priorities, and business outcomes.
• Experience defining and leading strategic capabilities in complex and evolving environments.
• Ability to influence decisions and align stakeholders around a shared vision for customer intelligence.
• Experience coaching, developing, and leading multidisciplinary teams.
• Strong communication and relationship-building skills across functions and leadership levels.

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

Journey architecture

Cross-functional collaboration

Leadership

Stakeholder influence

Customer experience

Job description

Resmed is creating a new strategic capability within Experience Insights (EXI) that brings together customer knowledge, research, behavioral science, journey intelligence, and AI-enabled systems. As Lead, Customer Intelligence Foundations, you'll shape how trusted customer intelligence is created, governed, and activated across the business.

You'll lead the Customer Intelligence Foundations team and establish foundations enabling better decisions across CX, Product, and other functions.