Lead, Customer Intelligence Foundations

ResmedSydneyHybridFull-time3 weeks ago

Lead, Customer Intelligence Foundations needed at Resmed in Sydney to build and govern AI-enabled customer intelligence systems within Experience Insights. Requires experience designing, deploying, and governing AI-enabled systems, agentic workflows, knowledge layers, and journey management, plus strong leadership and stakeholder influence skills.

What you'll do

Lead the Customer Intelligence Foundations team, establishing clear roles, operating rhythms, quality standards, and ways of working.
Build a culture grounded in curiosity, rigour, responsible AI, and customer-centered decision-making.
Own and evolve the EXI knowledge layer, ensuring customer, provider, journey, behavioural, and research insights are structured, governed, maintained, and reusable.
Define and execute the strategy for AI-enabled insight agents that help teams access trusted customer and experience intelligence.
Establish governance frameworks for AI agents, including quality evaluation, risk mitigation, review processes, and escalation paths.
Lead the design, development, and maintenance of AI-enabled intelligence capabilities that support business decision-making.
Develop and govern synthetic audience approaches, including validation standards, ethical guardrails, limitations, and appropriate use cases.
Partner closely with CX leadership to shape and operationalize the broader CX agentic strategy.
Connect customer intelligence capabilities with product priorities, CX direction, and experience strategy objectives.
Monitor and evaluate emerging practices across AI agents, LLM-enabled knowledge systems, retrieval-augmented generation, synthetic users, AI evaluation, UX and CX research, behavioral science, and strategic intelligence.
Contribute to the growth of an EXI culture that balances human judgement with scalable intelligence enablement.

What you need

Must-have

AI-enabled systemsAgentic workflowsKnowledge layersSynthetic audiencesLLM-enabled insight toolsAI agent governanceJourney architectureJourney management

Nice-to-have

Responsible AI frameworksAI governance modelsStrategic intelligenceKnowledge management ecosystems

Soft skills

CuriosityRigourCustomer-centered decision-makingCommunicationRelationship-buildingInfluenceStakeholder alignmentCoaching

Customer IntelligenceAI GovernanceExperience InsightsCX StrategyAgentic AIKnowledge ManagementBehavioral ScienceJourney ManagementLeadershipHybrid

/What you'll do

/What you need

Must-have

Nice-to-have

Soft skills

What you'll do

What you need