Head of Customer Intelligence Foundations & AI Governance

ResMed Inc; Sydney; Hybrid; AUD 180,000 - 280,000; Full time

Job summary

ResMed Inc. is expanding its Experience Insights function to build a strategic capability for customer intelligence and AI-enabled decision support. You will lead the Customer Intelligence Foundations team, shaping governance, knowledge layers, and synthetic audiences that inform CX, product, and business strategy.

You will collaborate with CX leadership to operationalize the broader AI-enabled intelligence strategy, ensuring responsible AI practices and scalable insights across the organization.

Qualifications

• Experience designing, deploying, governing, or operating AI-enabled systems or LLM-enabled tools.
• Ability to shape AI agents governance within a broader operating model.
• Strong expertise in journey architecture and CX measurement.

Responsibilities

• Lead the Customer Intelligence Foundations team with clear roles and operating rhythms.
• Define governance for AI agents and ensure responsible AI practices.
• Drive evolution of the EXI knowledge layer and synthetic audience approaches.
• Collaborate with CX leadership to align intelligence strategy with product priorities.

Skills

AI Systems

Governance

Knowledge Layer

AI Agents

Journey Architecture

Cross-functional Leadership

CX Experience

Job description

ResMed Inc. is expanding its Experience Insights function to build a strategic capability for customer intelligence and AI-enabled decision support. You will lead the Customer Intelligence Foundations team, shaping governance, knowledge layers, and synthetic audiences that inform CX, product, and business strategy.

You will collaborate with CX leadership to operationalize the broader AI-enabled intelligence strategy, ensuring responsible AI practices and scalable insights across the organization.