AI Science Lead - Knowledge Agents
Full Job Posting
Responsibilities
- Own the Consumer Knowledge Agents technical roadmap with business, Product, Digital and Technology partners, so frontline initiatives build one coherent, reusable capability aligned to divisional and enterprise AI and knowledge management strategies.
- Partner with business and Product owners to frame and prioritise use cases with clear users, benefits, content sources, ownership, risk classification and measurable outcomes.
- Lead hands-on technical direction across knowledge ingestion, retrieval, grounding, orchestration, access controls and workflow integration through agreed architecture and implementation patterns.
- Own end-to-end solution quality, from response evaluation and validation through controlled release and production monitoring, so answers are accurate, grounded, traceable and permission-aware, with effective abstention, escalation and human oversight.
- Ensure every solution meets Group AI risk policies, embedding privacy, security, model risk, Responsible AI, explainability, fairness, human oversight and operational resilience.
- Agree shared components, interfaces, acceptance criteria, operational ownership and integration with frontline workflows across capability and use-case teams.
- Monitor answer quality, adoption, performance and realised value, intervening or escalating where outcomes, controls or timelines are at risk.
- Build reusable components, patterns and quality standards that can be adopted across Consumer and the wider AI Science practice.
- Recruit, lead and develop a high-performing team, creating clarity, psychological safety, rigorous technical review and shared learning.
- Essential Skills & Experience
- 8+ years in data science and applied AI, including senior leadership, with recent hands-on practice in complex, highly regulated financial services environments.
- Demonstrated delivery of enterprise knowledge agents, retrieval-augmented generation or related LLM-enabled solutions beyond proof of concept into controlled production use.
- Deep practical expertise across retrieval, grounding, knowledge ingestion, content provenance, agent orchestration, evaluation, monitoring and LLMOps.
- Sound understanding of permission-aware access, privacy, security, model risk, Responsible AI and the controls required for high-trust employee-facing solutions.
- The ability to evaluate answer quality using groundedness, citation accuracy, retrieval quality, latency, cost, source freshness and regression coverage.
- Proven people leadership, including building teams, hiring practitioners, coaching technical talent, setting direction and managing performance and delivery.
- Credibility with senior business and technology stakeholders, with the judgement to explain uncertainty, offer constructive technical review and make practical risk-based decisions.
- Experience with frontline servicing, contact centres, branch operations, mortgage operations or enterprise knowledge management.
- Does this sound like you?
- To get started, simply click on the APPLY or APPLY NOW button. Please note that application closing dates are subject to change so don’t delay putting your best foot forward!
- We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide added support to welcome our veterans, Indigenous Australians, and neurodiverse community.
- If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website.
Qualifications
- Experience with frontline servicing, contact centres, branch operations, mortgage operations or enterprise knowledge management.
About Westpac Group
Australia's first and oldest banking institution.
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