Squad Lead, AI-Driven Customer Engagement

Medibank; Melbourne; On-site; AUD 180,000 - 260,000; Full time

Job summary

Medibank is seeking an experienced Squad Lead to guide the AI Customer Intelligence & Engagement transformation within the AI Hub. You will lead a multidisciplinary team of data scientists and Martech specialists, shaping how engagement is embedded into daily operations to deliver smarter decisions and personalised experiences.

You will work with senior leaders across Marketing, Customer, Digital and Technology to redesign workflows, establish governance and scale AI-driven outcomes that benefit

Qualifications

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

• Lead the vision, roadmap and delivery of Medibank's Customer Intelligence & Engagement transformation program.
• Directly lead the squad's data scientists and marketing technology specialists, providing clear direction and priorities.
• Design and embed AI-enabled customer engagement workflows that improve customer experience, retention and lifetime value.
• Reimagine Medibank's CRM by combining AI, customer intelligence, decisioning and engagement for connected experiences.
• Drive development and adoption of hyper-personalisation and intelligent decisioning across journeys and channels.
• Partner with business and technology leaders to identify and deliver high-value AI use cases.
• Lead organisational change and help teams adopt new ways of working.
• Establish governance and operating models to support responsible AI adoption.
• Ensure customer, commercial and operational outcomes stay central.

Skills

Leadership

Strategic transformation

Stakeholder management

CRM & customer engagement

AI & data literacy

Cross-functional leadership

Innovation mindset

Job description

Medibank is seeking an experienced Squad Lead to guide the AI Customer Intelligence & Engagement transformation within the AI Hub. You will lead a multidisciplinary team of data scientists and Martech specialists, shaping how engagement is embedded into daily operations to deliver smarter decisions and personalised experiences.

You will work with senior leaders across Marketing, Customer, Digital and Technology to redesign workflows, establish governance and scale AI-driven outcomes that benefit