At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.
We are seeking a Voice of Customer Operations Lead to join our Member Strategy and Insights team. Reporting to the Senior Manager Voice of Customer, you will lead the operational management of our customer experience measurement platform and help turn customer feedback into meaningful, actionable insights.
Your New Role
This is a highly specialised role for someone with deep expertise in data, analytics, Voice of Customer platforms and customer experience measurement.
You will be the technical and operational leader of our Voice of Customer ecosystem, responsible for transforming member feedback, contact centre interactions and conversation analytics into actionable insight that drives measurable business improvement.
You will work closely with colleagues across the Fund to bring together data, customer-related insights, identify areas of success and underperformance, and support evidence-based improvements to member experience, engagement and loyalty.
Key duties include but are not limited to:
- Lead the operational management and administration of the Voice of Customer platform, including data, directories, users and vendor engagement.
- Design, program and maintain surveys, web intercepts, workflows, invitations and distribution automations.
- Develop dashboards, insight reports, sentiment analysis and text analytics.
- Source and troubleshoot sample files, data flows and contact import processes.
- Manage survey and data protocols to protect member information and support privacy and regulatory compliance.
- Lead the development and automation of customer experience reporting for senior stakeholders and key forums.
- Generate strategic insights through driver analysis, statistical techniques and the integration of multiple data sources.
- Coach and support colleagues to use the platform effectively and apply Voice of Customer best practice.
What You’ll Need
- Advanced knowledge of market research, customer experience measurement and the Net Promoter System.
- Significant experience administering an enterprise customer experience platform, preferably Qualtrics or a comparable platform such as Medallia or InMoment.
- Strong technical expertise in complex survey data, data management, dashboard development and statistical analysis.
- Advanced text analytics - natural language processing and experience analysing transcripts is highly desirable.
- A demonstrated ability to translate customer data into practical and actionable insights.
- Experience managing senior stakeholders and working collaboratively across multidisciplinary teams.
- Strong written, verbal and presentation skills, with the ability to communicate complex insights clearly.
- Advanced analytical, problem-solving and critical-thinking skills.
- The ability to manage competing priorities, projects and deadlines in a changing environment.
- Experience within superannuation and a demonstrated understanding of how to uplift a customer experience program.
- Tertiary qualifications in business, management, commerce, marketing, data science, social science or a related field.
Life at AustralianSuper
AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What’s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy:
https://www.australiansuper.com/careers/candidate-privacy-notice
Australian or New Zealand citizenship or Australian permanent residency status is required.
Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.
About Us The AustralianSuper Story
As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome. We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.
We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.
Skills Required
- Advanced knowledge of market research, customer experience measurement, and the Net Promoter System
- Significant experience administering an enterprise customer experience platform, preferably Qualtrics, Medallia, or InMoment
- Strong technical expertise in complex survey data, data management, dashboard development, and statistical analysis
- Advanced text analytics, natural language processing, and transcript analysis experience
- Ability to translate customer data into practical and actionable insights
- Experience managing senior stakeholders and collaborating across multidisciplinary teams
- Strong written, verbal, and presentation skills
- Advanced analytical, problem-solving, and critical-thinking skills
- Ability to manage competing priorities, projects, and deadlines in a changing environment
- Experience within superannuation and understanding of how to improve a customer experience program
- Tertiary qualification in business, management, commerce, marketing, data science, social science, or a related field
- Australian or New Zealand citizenship or Australian permanent residency
What We Do
AustralianSuper is for everyday Australians and businesses; we help invest members’ money to create the best possible retirement outcomes for members. More than 3 million members and 440,000 businesses trust us to invest more than AU$270 billion on their behalf. One in 8 working Australians are a member of AustralianSuper, the nation’s largest superannuation fund. Our size has given us the ability to leverage significant investment opportunities for long term performance and low fees that are passed on to our members. With services and advice that simplify super for business including a free clearing house, secure online transactions, dedicated relationship managers, education and help. It’s easy to see why we’ve been a top performing fund. ----------------------------------------------------------------------------------------- AustralianSuper is not responsible for other user's comments. We reserve the right to delete any comments that are not in line with our community standards. By participating in the AustralianSuper’s LinkedIn community, you agree to adhere to our House Rules: ausup.me/HouseRules ______________________________________________________________________________________ Investment returns are not guaranteed. Past performance is not a reliable indicator of future returns. Reference to any awards and ratings are only one factor to be taken into account when choosing a super fund. The information posted by AustralianSuper may be general financial advice which doesn’t take into account your personal objectives, situation or needs. Before making a decision about AustralianSuper, you should think about your financial requirements and refer to the relevant Product Disclosure Statement, available at australiansuper.com/pds or by calling 1300 300 273. AustralianSuper Pty Ltd ABN 94 006 457 987, AFSL 233788, Trustee of AustralianSuper ABN 65 714 394 898.
