Lead, Customer Intelligence Foundations (AI)

Location: Hybrid in Sydney, Bella Vista, Australia, with office attendance 2–3 days per week

Company

hirify.global develops products, services, and digital health solutions that help people breathe better and live healthier, longer lives.

What you will do

• Lead the Customer Intelligence Foundations team, including team structure, operating rhythms, quality standards, and ways of working.
• Own and evolve the EXI knowledge layer so customer, provider, journey, behavioral, and research insights remain structured, governed, maintained, and reusable.
• Define and deliver AI-enabled insight agents and intelligence capabilities that support business decision-making.
• Establish governance for AI agents, including quality evaluation, risk mitigation, review processes, and escalation paths.
• Develop and govern synthetic audience approaches with validation standards, ethical guardrails, limitations, and appropriate use cases.
• Partner with CX leadership to connect customer intelligence, product priorities, and experience strategy.

Requirements

• Experience designing, deploying, governing, or operating AI-enabled systems, agentic workflows, knowledge layers, synthetic audiences, or LLM-enabled insight tools.
• Ability to align AI agents, governance processes, knowledge systems, and human judgment within an operating model.
• Strong expertise in journey architecture, journey management, customer experience measurement, and cross-functional experience improvement.
• Systems thinking across research, voice-of-customer signals, behavioral science, product strategy, CX priorities, and business outcomes.
• Experience defining and leading strategic capabilities in complex environments and leading multidisciplinary teams.
• Strong communication, stakeholder influence, coaching, and relationship-building skills.

Nice to have

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

Culture & Benefits

• Opportunity to shape a new strategic capability at the intersection of customer intelligence, AI, behavioral science, and experience strategy.
• Culture focused on excellence, diversity, inclusion, individual expression, and innovative ideas.
• Work environment described as challenging, supportive, and inspiring.