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 creation, maintenance, evaluation and responsible application of AI insight agents and synthetic audience capabilities within EXI. It is an individual contributor role at the intersection of AI-enabled insight systems, UX/CX research, synthetic research methods, responsible AI and customer experience enablement.

Let’s talk about the role

As a Senior UX Researcher, you will:

• Develop and maintain synthetic audience capabilities that help teams explore early hypotheses, pressure-test concepts, identify research questions and accelerate discovery without replacing human research.
• Define clear guardrails for synthetic audience use, including when synthetic audiences are appropriate, when human research is required and how outputs should be interpreted.
• Evaluate synthetic audience outputs for quality, usefulness, source grounding, completeness, bias, overclaiming, hallucination risk and alignment to EXI evidence standards.
• Create test questions, evaluation routines, feedback loops and improvement backlogs to ensure synthetic audiences remain useful, trustworthy, and fit for purpose over time.
• Partner with UX researchers to ensure agent experiences reflect real customer and provider evidence.
• Partner with Engineering, Data Science/AI, Product and platform teams to shape technical requirements, integration needs, deployment approaches and ongoing support models for AI-enabled insight tools.
• Create guidance, training, and onboarding materials that help Product and non-Product stakeholders understand how to use synthetic audiences responsibly and effectively.
• Provide ongoing support for synthetic audience users by answering questions, gathering feedback, identifying usability issues, and improving how people access and apply AI-enabled intelligence.
• Help define standards for what should be answered by AI agents, what should be escalated to human research and what should remain outside AI-enabled workflows.

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 strong UX researcher who brings deep research judgment, methodological rigor, and customer empathy to AI-enabled work. You can evaluate whether an AI-generated output reflects real evidence, overgeneralizes from weak sources, misses important context or creates false confidence.
• You are also a hands-on AI agent builder. You have used AI to create agents, automations, simulations, or research tools that improve how work gets done and you can translate real research workflows into useful, trustworthy, source-grounded agent experiences.
• You are comfortable partnering with UX researchers, VOC, BeSci, Product, Engineering, Data Science/AI and platform teams to translate research and CX needs into scalable AI-enabled solutions.
• You are an effective educator and partner. You can help others understand when to use synthetic audiences, when to rely on existing evidence, and when to engage human research.
• You take ownership of what you create and continuously improve it based on user feedback, performance, observed behavior, research validation and evolving EXI and CX priorities.

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.