Principal, Customer Strategy and Research

2 weeks ago

Melbourne, Victoria, Australia AustralianSuper Full time
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.


Your new role


The role of Principal, Customer Strategy & Research reports to the Head of Member Segments & Performance, and works cohesively across the Department and Member Group.


The successful applicant will have deep customer knowledge and experience with the ability to understand and articulate customer needs and translate those needs to customer strategies that are consistent with the Fund's strategy and objectives.


Some of your key responsibilities will be:

  • Lead the development of overall strategies for each member segment which includes assessment of and enhancement recommendations for our offer. Ensure Member activities appropriately reflect each segment.
  • Integrate customer strategy and research outputs at key points throughout the Member group prioritisation and planning processes to ensure customerled initiatives are developed and executed.
  • Motivate and inspire a diverse team of industry professionals by demonstrating commitment to the Fund's values, decision pillars and leadership principles.
  • Build and develop a high performing, diverse and engaged team of industry professionals who are committed to the successful delivery of the Fund's strategic ambitions, while fostering innovation and resilience in a changing industry landscape.
  • Facilitate a risk and compliance mindset throughout the team by leading the team to operate and make decisions according to the Fund's Policies, Standards and Procedures and the Fund's Key Decision Registers and the delegated authorities.
  • Deliver and enhance programs that drive customer centricity across the Fund including annual and biannual customer insights deliverables and presentations.
  • Implement strong risk controls on processes, policies and systems to ensure breaches are limited; actively build and promote a team culture of compliance and risk management awareness and appreciation.

What you'll need

  • Professional experience within financial services desired, but not required.
  • Proven track record of creating and embedding customer strategies across business units.
  • Experience using various sources of customer insight: customer research, customer analytics, business intelligence etc.
  • Strong stakeholder management skills, with an ability to navigate competing priorities.
  • Deep working knowledge of customer segmentation is essential.
  • Demonstrated ability to lead diverse and dispersed teams to achieve objectives.
  • Strong written and oral communication/ interpersonal skills with the ability to present ideas, perspectives and issues to senior management and large audiences.
  • Advanced analytical skills, organizational skills, and a high attention to detail.
  • Experience in working under pressure, managing multiple conflicting priorities and meeting timeframes.

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 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
Australian or New Zealand citizenship or Australian permanent residency status is required.

_Progress powered by purpose._
**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.

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