Lead, Customer Intelligence Foundations

About the role

Resmed is building a new strategic capability within Experience Insights (EXI) that combines customer knowledge, research, behavioral science, journey intelligence and AI-enabled systems. As Lead, Customer Intelligence Foundations, you will lead the Customer Intelligence Foundations team and set up the foundations for better decisions across CX, Product and other functions. The role is hybrid, with 2-3 days per week in the office.

Key responsibilities

• Lead the Customer Intelligence Foundations team, setting roles, operating rhythms, quality standards and ways of working
• Own and evolve the EXI knowledge layer so customer, provider, journey, behavioural and research insights are structured, governed, maintained and reusable
• Define and run the strategy for AI-enabled insight agents, including quality evaluation, risk mitigation, review processes and escalation paths
• Develop and govern synthetic audience approaches, including validation standards, ethical guardrails and appropriate use cases
• Partner with CX leadership to shape and operationalise the broader CX agentic strategy
• Monitor emerging practices across AI agents, LLM-enabled knowledge systems, retrieval-augmented generation, AI evaluation, UX and CX research, and behavioral science

Required profile

• Experience designing, deploying, governing or operating AI-enabled systems, agentic workflows, knowledge layers, synthetic audiences or LLM-enabled insight tools
• Strong expertise in journey architecture, journey management, customer experience measurement and cross-functional experience improvement
• Experience defining and leading strategic capabilities in complex, evolving environments
• Experience coaching, developing and leading multidisciplinary teams
• Nice to have: experience with customer intelligence or experience insights functions, exposure to responsible AI frameworks, familiarity with strategic intelligence or knowledge management ecosystems