Lead, Customer Intelligence Foundations

ResMed Inc

ResMed seeks a strategic leader to establish and govern customer intelligence systems that enable better decision-making across the organization. This role leads a new team within Experience Insights, overseeing AI-enabled insight agents, knowledge architecture, synthetic audience frameworks, and journey management capabilities in a hybrid San Diego position.

Responsibilities

Lead Customer Intelligence Foundations team, establishing roles, operating standards, and quality frameworks
Own evolution of EXI knowledge layer; structure and govern customer, journey, and behavioral insights
Define and execute strategy for AI-enabled agents and establish governance frameworks including risk mitigation
Develop synthetic audience approaches with validation standards, ethical guardrails, and use-case guidance
Partner with CX leadership to align customer intelligence capabilities with product and experience strategy

Requirements

Experience designing, deploying, or governing AI-enabled systems and agentic workflows
Expertise in journey architecture, customer experience measurement, and cross-functional improvement
Demonstrated ability to lead multidisciplinary teams and influence stakeholders across functions
Systems thinking connecting research, behavioral science, product strategy, and business outcomes
Strong communication and relationship-building skills across leadership levels
Experience defining and leading strategic capabilities in complex, evolving environments

Apply

Vacancy posted 3 days ago

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