Senior Specialist, AI-Enabled Customer Intelligence

Resmed; Sydney; Remote; AUD 180,000 - 230,000; Full time

Job summary

ResMed is seeking a Senior Specialist, Customer Intelligence Foundations, to own the knowledge layer that underpins reusable AI-enabled customer, provider and experience insights. You will define taxonomy, metadata, source hierarchy and evidence standards to ensure high-quality, actionable information driving CX and product decisions.

You will partner with Engineering, Data Science and Product teams to align EXI assets with enterprise systems and AI tools, while maintaining governance and

Qualifications

• You are highly autonomous, technically minded and comfortable operating as a senior individual contributor.

Responsibilities

• Own and develop EXI’s knowledge layer as the trusted foundation for reusable, AI-enabled customer, provider and experience intelligence.
• Define and maintain knowledge architecture for EXI assets, including taxonomy, metadata, tagging, source hierarchy, evidence standards and insight structure.
• Establish evidence quality standards with confidence level, recency, source strength and appropriate use.
• Define requirements for how humans and AI systems access EXI knowledge, incl. retrieval patterns, source-grounding, privacy and permissions.
• Support the creation of knowledge-querying agents by defining underlying structure, retrieval requirements and test questions.
• Establish refresh cycles, maintenance practices and governance to keep the knowledge layer trustworthy and relevant.
• Provide ongoing support for knowledge layer users by answering questions and gathering feedback.
• Monitor knowledge layer usage, content quality and retrieval performance to guide improvements.
• Translate research, VOC and BeSci into structured knowledge assets that are findable, traceable and actionable.
• Partner with Engineering, Data Science/AI, Product and platform teams to align where EXI knowledge lives and how it connects to enterprise systems.

Job description

ResMed is seeking a Senior Specialist, Customer Intelligence Foundations, to own the knowledge layer that underpins reusable AI-enabled customer, provider and experience insights. You will define taxonomy, metadata, source hierarchy and evidence standards to ensure high-quality, actionable information driving CX and product decisions.

You will partner with Engineering, Data Science and Product teams to align EXI assets with enterprise systems and AI tools, while maintaining governance and