Lead AI Scientist, Customer Intelligence & Outcomes

Westpac; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

Westpac in Australia seeks a Lead AI Scientist to own the customer intelligence strategy and technical roadmap and lead the team bringing it to life. Reporting to the Head of AI, you will partner across Consumer product lines and DDAI teams as their trusted technical adviser on customer intelligence.

You will stay close to the science, from data design and feature engineering through predictive and causal modelling, experimentation, deployment and monitoring, while creating clarity and support

Qualifications

• 8+ years in data science and applied AI, including senior leadership.
• Deep expertise in customer analytics and decision intelligence, feature engineering, predictive modelling, causal inference and experimentation.
• Production experience building customer value, retention, engagement or next-best-action solutions.
• Experience managing the model lifecycle from feature design through deployment, monitoring and retirement.
• Proven people leadership with line-management accountability.
• Executive influence and cross-functional delivery skills.
• Applied experience with complaints, customer feedback, NLP or GenAI.

Responsibilities

• Own the whole-of-customer intelligence roadmap with product line partners.
• Partner with business owners to frame and prioritise use cases with clear decisions and success measures.
• Lead the team's technical direction across data design, feature engineering, modelling, and experimentation.
• Create shared customer definitions and measurement approaches for consistent signals.
• Ensure solutions meet AI risk policies including privacy, security, and explainability.
• Monitor adoption, model performance and customer-harm indicators.
• Grow an inclusive, high-performing team and build reusable features and models.

Skills

Data science

Applied AI

Senior leadership

Customer analytics

Decision intelligence

Feature engineering

Predictive modelling

Causal inference

Experimentation

NLP/GenAI

Model lifecycle

People leadership

Executive influence

Cross-functional delivery

Risk & ethics

Job description

Westpac in Australia seeks a Lead AI Scientist to own the customer intelligence strategy and technical roadmap and lead the team bringing it to life. Reporting to the Head of AI, you will partner across Consumer product lines and DDAI teams as their trusted technical adviser on customer intelligence.

You will stay close to the science, from data design and feature engineering through predictive and causal modelling, experimentation, deployment and monitoring, while creating clarity and support