Senior Specialist, Customer Intelligence Foundations

Let’s talk about the team

Experience Insights (EXI) is a multidisciplinary research function spanning UX research, Customer Experience and Behavioral Science. EXI helps CX, Product and the broader Resmed organization understand user and provider needs, journey friction, behavior drivers and experience outcomes so teams can make more confident, customer-centered decisions.

As EXI evolves into a more AI-powered enablement function, the team is expanding how insights are created, connected, accessed and applied across the organization. This includes strengthening the knowledge layer, improving application of research and VOC intelligence, developing AI-enabled insight agents, applying synthetic audience capabilities responsibly and ensuring human judgment remains central to high-quality decision-making. This role will own the structure, quality and usability of EXI’s knowledge layer so customer, provider, journey, behavioral and VOC intelligence can be reused by people and AI agents. This is a strategic individual contributor role at the intersection of research, knowledge architecture, AI-enabled insight access and customer experience enablement.

Let’s talk about the role

As the Senior Specialist, Customer Intelligence Foundations, you will:

• Own and develop EXI’s knowledge layer as the trusted foundation for reusable, AI-enabled customer, provider and experience intelligence.
• Define and maintain the knowledge architecture for EXI assets, including taxonomy, metadata, tagging, source hierarchy, evidence standards, insight structure, permissions and appropriate-use guidance.
• Establish evidence quality standards so insights are clearly labeled by confidence level, recency, source strength and appropriate use.

• Define requirements for how humans and AI systems access EXI knowledge, including retrieval patterns, source-grounding expectations, answer traceability, privacy, permissions, and usage guardrails. Understand the challenges that users have with accessing & connecting insights and knowledge, iteratively build and test agents and tools with usability in mind.

• Support the creation of knowledge-querying agents by defining the underlying knowledge structure, retrieval requirements, source hierarchy, test questions and expected answer patterns.
• Establish refresh cycles, maintenance practices and governance routines to keep the knowledge layer trustworthy, relevant and aligned to CX and Product priorities.
• Provide ongoing support for knowledge layer users by answering questions, gathering feedback, identifying usability issues and improving how people find and apply existing intelligence.
• Monitor knowledge layer usage, user feedback, content quality and retrieval performance to identify improvements and guide future enhancements.
• Help define standards for what belongs in the knowledge layer, what should remain in source systems, and what should be elevated into agent-ready intelligence.
• Translate research, VOC, BeSci, journey intelligence, product learning into structured knowledge assets that are findable, traceable, current and actionable.
• Partner with Engineering, GTS, AITO, Data Science, Product and platform teams to align where EXI knowledge lives, how it is accessed, and how it connects to enterprise systems and AI-enabled tools.

Let’s talk about you

• You are highly autonomous, technically minded, self-directed and comfortable operating as a senior individual contributor in a new domain.
• You are a builder who turns ideas into working solutions. You have used AI to create agents, automations or tools that improve how work gets done. You can scope and prioritize opportunities, contribute to system architecture and retrieval design, evaluate output quality, and diagnose issues at both the content and system level. You take ownership of what you build and continuously improve it based on user feedback, performance and observed behavior.
• You understand that AI is only as useful as the knowledge system behind it. You care deeply about how information is structured, sourced, maintained, retrieved and applied.
• You are comfortable partnering with Engineering, Data Science/AI, Product and platform teams to shape requirements, contribute to architecture decisions and translate research needs into scalable technical solutions.
• You bring a customer-first research mindset, with strong literacy across UX research, VOC, BeSci; you can translate customer and provider insight into practical knowledge assets, tools and guidance that help teams make better decisions.

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.