Knowledge Architect, Customer Intelligence & AI Enablement

Medifox DAN GmbH; Sydney; On-site; AUD 140,000 - 210,000; Full time

Job summary

ResMed is seeking a Senior Specialist, Customer Intelligence Foundations to own and evolve the knowledge layer that underpins AI-enabled customer, provider and experience insights. This strategic role sits at the intersection of research, knowledge architecture and CX enablement.

You will define how humans and AI access EXI knowledge, establish governance and quality standards, and partner with engineering and data science teams to create scalable, reusable intelligence across the organization.

Responsibilities

• Own and develop EXI's knowledge layer as the trusted foundation for reusable, AI-enabled customer, provider and experience intelligence.
• Define and maintain the knowledge architecture for EXI assets, including taxonomy, metadata, tagging, source hierarchy, evidence standards, insight structure, permissions and appropriate-use guidance.
• Establish evidence quality standards so insights are clearly labeled by confidence level, recency, source strength and appropriate use.
• Define requirements for how humans and AI systems access EXI knowledge, including retrieval patterns, source-grounding expectations, answer traceability, privacy, permissions, and usage guardrails. Understand the challenges that users have with accessing & connecting insights and knowledge, iteratively build and test agents and tools with usability in mind.
• Support the creation of knowledge-querying agents by defining the underlying knowledge structure, retrieval requirements, source hierarchy, test questions and expected answer patterns.
• Establish refresh cycles, maintenance practices and governance routines to keep the knowledge layer trustworthy, relevant and aligned to CX and Product priorities.
• Provide ongoing support for knowledge layer users by answering questions, gathering feedback, identifying usability issues and improving how people find and apply existing intelligence.
• Monitor knowledge layer usage, user feedback, content quality and retrieval performance to identify improvements and guide future enhancements.
• Help define standards for what belongs in the knowledge layer, what should remain in source systems, and what should be elevated into agent-ready intelligence.
• Translate research, VOC, BeSci, journey intelligence, product learning into structured knowledge assets that are findable, traceable, current and actionable.
• Partner with Engineering, GTS, AITO, Data Science, Product and platform teams to align where EXI knowledge lives, how it is accessed, and how it connects to enterprise systems and AI-enabled tools.

Job description

ResMed is seeking a Senior Specialist, Customer Intelligence Foundations to own and evolve the knowledge layer that underpins AI-enabled customer, provider and experience insights. This strategic role sits at the intersection of research, knowledge architecture and CX enablement.

You will define how humans and AI access EXI knowledge, establish governance and quality standards, and partner with engineering and data science teams to create scalable, reusable intelligence across the organization.