Lead, Customer Intelligence Foundations

Location: AU Sydney Bella Vista

Time Type: Full time

Job Description

Build the intelligence systems that help customer understanding scale.

At Resmed, we're creating a new strategic capability within Experience Insights (EXI) that brings together customer knowledge, research, behavioral science, journey intelligence, and AI-enabled systems. As Lead, Customer Intelligence Foundations, you'll shape how trusted customer intelligence is created, governed, and activated across the business.

In this role, you'll lead the Customer Intelligence Foundations team and establish the foundations that enable better decisions across CX, Product, and other business functions. You'll own the evolution of the EXI knowledge layer, guide AI agent strategy and governance, develop synthetic audience guardrails, and build journey management foundations that support end-to-end experience improvement across Resmed.

This is a hybrid role, you would be expected to be in the office 2-3 days in the week.

You'll work closely with CX leadership, helping define and operationalise the organisation's AI-enabled customer intelligence strategy while ensuring customer insights, journey capabilities, and intelligence systems remain aligned with broader experience and product priorities.

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 Bring

• Experience designing, deploying, governing, or operating AI-enabled systems, agentic workflows, knowledge layers, synthetic audiences, or LLM-enabled insight tools.
• Ability to shape how AI agents, governance processes, knowledge systems, and human judgement work together within a broader operating model.
• Strong expertise in journey architecture, journey management, customer experience measurement, and cross-functional experience improvement.
• A customer-first approach with the ability to translate intelligence into better products, services, systems, and decisions.
• Systems thinking that connects research, voice-of-customer signals, behavioural science, product strategy, CX priorities, and business outcomes.
• Experience defining and leading strategic capabilities in complex and evolving environments.
• Ability to influence decisions and align stakeholders around a shared vision for customer intelligence.
• Experience coaching, developing, and leading multidisciplinary teams.
• Strong communication and relationship-building skills across functions and leadership levels.

Nice to have

• Experience working with customer intelligence or experience insights functions.
• Exposure to responsible AI frameworks or governance models.
• Familiarity with strategic intelligence or knowledge management ecosystems.

What Sets You Apart

• Strategic Curiosity: You continually explore new ideas and challenge assumptions to uncover better ways of understanding customers.
• Ownership Mindset: You take responsibility for creating clarity, shaping direction, and delivering sustainable foundations.
• Thoughtful Judgement: You balance innovation with accountability, making decisions that build trust and reduce risk.
• Systems Perspective: You see connections across teams, processes, customer signals, and business outcomes.
• Influence Through Partnership: You bring people together around shared goals and create alignment across competing priorities.
• Customer Advocacy: You keep customer needs at the centre of decisions, even when navigating complexity and ambiguity.

Why Join Resmed

Every day, Resmed's products, services, and digital health solutions help people breathe better and live healthier, longer lives. This role offers a rare opportunity to shape a new strategic capability at the intersection of customer intelligence, AI, behavioral science, and experience strategy. You'll help define how trusted customer knowledge is transformed into actionable intelligence, influencing decisions that improve experiences for customers, providers, and internal teams across the organization.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.