Senior Business Manager, Member Experience

Company Description

Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders

Closing date: 24th May 2024 *

Please note Rest does not accept speculative resumes from recruitment agencies

Job Description

• You have the ability to find what is possible
• Influence the direction of the role
• Hybrid working as standard

About Us

Established in 1988, Rest is one of Australia's largest profit-to-member superannuation funds.

We support nearly two million members, with around $75 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they're more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

About the Job

As a key member of the Member leadership team, this role works closely with the Chief Member Officer (CMO) to ensure the Member division focusses on the things that matter most.

Specifically, this role is responsible for coordinating and communicating the development and monitoring of the Member strategy and success metrics, setting up and running reporting frameworks, monitoring processes as well as assistance in any group communications. By understanding the current and future needs of the customer, this role helps ensure that the member is central to Rest's strategy.

The role will engage and support the wider Member team to ensure the right prioritisation for delivery of these aims in partnership with the CMO. This will enable the CMO to ensure key deliverables of each function of the Brand and Member Experience, Digital, Advice & Retirement, Workplace and Product functions are well articulated and monitored to meet required outcomes. This requires influence and collaboration to engage across Rest and may include support on key operational functions and delegation of CMO responsibilities as required.

The role is a key position in Rest dedicated to gathering and utilising customer feedback effectively, leveraging the power of customer insights and knowing how to put them to good use to make the value statement of the customer experience clear. As such it has responsibility for the member insights team and design and execution of the Voice of the Customer (VOC) program, as well as responsibility for Member reporting, to ensure overall member strategy is implemented using customer insights.

Key Accountabilities/Responsibilities

• Working closely with the Data Insights team and the broader Member team, ensure that insights obtained from members remain a priority for leaders and key stakeholders. Facilitate the co-ordination and escalation of member and employer insights to drive a data led, member centric strategy across Member. Make the insights understandable, accessible and actionable.
• Extract valuable insights from collected data and develop member priorities and narrative, using storytelling, dashboards, visual representations of data and presentations to effectively track business metrics and draw attention to MX issues across different business units and member segments.
• Oversight the delivery of member led initiatives, to ensure that initiatives are appropriately structured to achieve the maximum chance of success (time, budget, scope, quality). Ensure reporting frameworks exist for the efficient and timely monitoring and reporting to required stakeholders.
• Work with the CMO and leaders of the Member team to prepare and communicate key member priorities across the organisation and within the member teams and across Rest (and potentially partners) to keep stakeholders informed, updated, and aligned and thereby bring the member priorities and focus areas to life across Rest.
• Ensure the key CMO messages for internal and external meetings are succinctly and efficiently developed (coordinating across the organization) and prepare CMO to ensure delivery with impact and meaning.
• Ensure a central repository of key documents, artifacts, 'key facts' is maintained and updated for use by CMO and team. Assist in preparation, planning and execution for key strategic internal and external stakeholder management.
• Serve as a thought partner to the CMO, offering the CMO and their direct reports perspectives they might not see by using data and future technology and consumer trends and "joining the dots", uncovering or helping the team uncover new possibilities and challenging ideas before they are committed to action.
• Maintain awareness of the competitive market, consumer trends, and legislative landscape and develop strategies to enhance member outcomes.
• Engage, inform, and negotiate with stakeholders, particularly the sponsor, business owner, impacted Rest business units, to ensure stakeholders remain engaged and committed throughout the initiatives.
• In conjunction with CMO's EA work together to administer key operating rhythms, meetings, and governance to enable CMO to be as focused on leadership and development as work updates.
• Assist in the preparation of CMO reporting and other Board & Committee papers as required, ensuring strategic alignment, quality, and consistency of message; flag key items for discussion / resolution with the CMO.

Qualifications

About You:

You find what is possible, bringing others on the journey - thriving on challenge with an exceptional ability to influence and open doors. You understand how to 'connect the dots' using your strategic operating style and depth of knowledge in the utilisation of data and meaningful insights. The quality of written communication and detail orientation is 'Board worthy' level.

Qualifications

• Relevant Business, Commerce or Finance degree.

Required experience, understanding or credentials including:

• Significant depth of experience in superannuation / financial services industry
• Creativity and complex problem solving
• Passion for data and emerging technology
• Demonstrated experience in leading customer centered teams.
• Principles of customer experience and HCD
• Strong understanding of CMO role in internal and external communications.
• Ability to use commercial judgement to guide strategic thinking and to make critical decisions and manage outcomes to deadlines.
• Superannuation and product experience Strong attention to detail as well as bigger picture perspective.
• Ability to multi-task and manage important tasks concurrently.
• Demonstrated program and project management skills.
• Excellent communication skills (written and verbal) and strong commercial acumen
• Leadership - strong influencing capability and ability to deliver with and through other teams

Additional Information

Benefits

Our benefits have been designed so you can tailor your experience with us and include:

• Personal and professional development opportunities
• Flexible, hybrid working – work to suit your lifestyle (must be based in Australia)
• Purchase leave scheme and gender neutral 16 weeks paid parental leave
• Super Contribution Continuation for 12 Months of parental leave
• Meeting free breaks (Rest Stops)
• Income Protection Insurance
• Rest Excellence awards (peer recognition awards based on Rest's values and behaviours)

If you share our values, believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture, please click Apply Now.

Rest is committed to creating a flexible work environment and culture that embraces diversity, equity, and inclusion - where people feel welcome, safe to be themselves and inspired to do their best.

We value the different backgrounds, lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages, cultural backgrounds, faiths, gender identities, sexual orientations and thinking styles. This includes people with disability, neurodiverse individuals, Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks.

Please note only people with the right to work in Australia will be considered.

*Funds under management as at 30 June 2023. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.

Rest will review applications prior to the closing date and may close the role earlier