Squad Lead - AI Customer Intelligence & Engagement

Medibank; Melbourne; On-site; AUD 180,000 - 240,000; Full time

Job summary

Medibank in Melbourne is seeking an experienced Squad Lead for AI Customer Intelligence & Engagement to guide the Enterprise AI Hub through large-scale transformation. You will lead data scientists and martech specialists to embed AI-powered engagement into everyday workflows.

You’ll design customer-centric strategies, partner with senior stakeholders across Marketing, Digital and Technology, and drive measurable improvements in retention and lifetime value through hyper-personalised experiences.

Qualifications

• Experience leading large-scale customer, operational or business transformation programs.
• A proven track record of redesigning workflows and operating models enabled by data, technology and AI.
• Strong customer engagement, CRM, customer intelligence or marketing transformation experience.
• The ability to influence and partner with senior stakeholders across multiple business functions.
• A commercial mindset, balanced with a strong customer-first approach.
• Experience leading multidisciplinary teams through ambiguity, change and growth.
• A passion for innovation and creating practical solutions that deliver real-world impact.

Responsibilities

• Leading the vision, roadmap and delivery of Medibank's Customer Intelligence & Engagement transformation program.
• Directly leading the squad's data scientists and marketing technology specialists, providing clear direction, priorities and coaching to translate customer and business needs into high-impact analytical, AI and martech solutions.
• Designing and embedding AI-enabled customer engagement workflows that improve customer experience, retention and lifetime value.
• Reimagining Medibank's CRM approach by bringing together AI, customer intelligence, decisioning and engagement to create more connected, personalised and responsive customer experiences.
• Driving the development and adoption of hyper-personalisation, next-best-action and intelligent decisioning capabilities across customer journeys and channels.
• Partnering with business and technology leaders to identify and deliver high-value AI use cases.
• Leading organisational change and helping teams adopt new ways of working.
• Establishing governance, operating models and decision-making frameworks that support responsible and scalable AI adoption.
• Ensuring customer, commercial and operational outcomes remain at the centre of everything we do.

Skills

Strategic leadership

Transformation programs

CRM expertise

Customer intelligence

AI & Martech familiarity

Stakeholder management

Job description

It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.

We are moving beyond experimentation into embedding AI in the workflows that matter most - changing how work gets done in meaningful and lasting ways.

At the centre of this is our Enterprise AI Hub: a diverse group of builders across strategy, delivery, marketing, data and technology, working together to design and deliver practical AI solutions that scale.

As we transform how work is done, we are committed to doing so with a strong human-centred lens - ensuring AI improves outcomes for customers, employees and the business while maintaining trust, safety and quality.

We're looking for an experienced Squad Lead, AI Customer Intelligence & Engagement to join our AI Hub and help shape the next generation of how customer engagement at Medibank. This is a unique opportunity to lead large-scale transformation at the intersection of AI, customer experience, data and business strategy.

The Opportunity

As a Squad Lead, you'll lead a multidisciplinary team, including data scientists and marketing technology specialists, responsible for transforming how customer intelligence, decisioning and AI-powered engagement are embedded into our day-to-day operations.

Working closely with senior leaders across Marketing, Customer, Digital and Technology, you'll help redesign customer engagement workflows, enabling smarter decisions, hyper-personalised experiences and better outcomes for both our customers and the business.

You'll play a critical role in helping Medibank evolve from traditional campaign-led engagement towards intelligence-led, AI-enabled customer decisioning and hyper-personalised experiences that deliver measurable value.

What You'll Be Doing

Leading the vision, roadmap and delivery of Medibank's Customer Intelligence & Engagement transformation program.

Directly leading the squad's data scientists and marketing technology specialists, providing clear direction, priorities and coaching to translate customer and business needs into high-impact analytical, AI and martech solutions.

Designing and embedding AI-enabled customer engagement workflows that improve customer experience, retention and lifetime value.

Reimagining Medibank's CRM approach by bringing together AI, customer intelligence, decisioning and engagement to create more connected, personalised and responsive customer experiences.

Driving the development and adoption of hyper-personalisation, next-best-action and intelligent decisioning capabilities across customer journeys and channels.

Partnering with business and technology leaders to identify and deliver high-value AI use cases.

Leading organisational change and helping teams adopt new ways of working.

Establishing governance, operating models and decision-making frameworks that support responsible and scalable AI adoption.

Ensuring customer, commercial and operational outcomes remain at the centre of everything we do.

About You

You're a strategic transformation leader who thrives in complex environments and knows how to bring people on the journey.

You'll bring:

Experience leading large-scale customer, operational or business transformation programs.

A proven track record of redesigning workflows and operating models enabled by data, technology and AI.

Strong customer engagement, CRM, customer intelligence or marketing transformation experience.

The ability to influence and partner with senior stakeholders across multiple business functions.

A commercial mindset, balanced with a strong customer-first approach.

Experience leading multidisciplinary teams through ambiguity, change and growth.

A passion for innovation and creating practical solutions that deliver real-world impact.

What it's like to work here

AI is becoming part of how work gets done across Medibank. Joining the AI Hub means working at the intersection of strategy, technology and delivery to redesign workflows, embed AI into everyday work, and help shape the future operating model of the organisation. You'll work alongside a diverse group of builders, learning fast, experimenting responsibly and delivering outcomes that matter.

Imagine working with us

We understand that work means different things to everyone... We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that’s why we’re reinventing work.

Imagine a workplace that helps you and your family thrive. Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could.

Inclusion and Accessibility

We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander peoples, neurodivergent candidates, LGBTQIA+ community including transgender and gender diverse candidates and candidates with a disability.

Medibank proudly recognised as Best Enterprise Organisation, 2026 AFR BOSS Best Places to Work