Customer Experience Manager

About us

At CareSuper we believe that we are "Super Together". We are a profit to member super fund with more than 550,000 members, over $55 billion in assets, offices around Australia and are passionate about doing the best we can for our members so that they can retire with confidence

We are now seeking our next "superhero" to join the CareSuper team on our exciting journey as we continue to grow and demonstrate that we truly care.

What the role looks like

As an influential and senior leader reporting to the GM Customer Experience, you will be critical in:

• Leading a team that reimagines our strategic end to end member journeys to elevate experiences for our members that deliver positive outcomes and achieve fund objectives.
• Driving continued innovation that delivers experience outcomes at scale through the translation of data into insights and actionable recommendations.
• Leading a member-centric approach in identifying the right problems to be solved for and working collaboratively with broader member-facing and delivery teams to see ideas through to realisation
• Leading a team that proactively proposes experience elevation opportunities that will drive the greatest impact, through understanding of the strategic context, curiosity and the competitive landscape.
• Driving a Human-Centred mindset across all collaborating team members, to ensure needs, motivations and pain points strongly inform problem definition, priorities and ideas that progress through to delivery.
• Sourcing and analysing different types of data to identify key drivers, rationale and associated dependencies to derive initiatives that deliver retirement confidence, retention and growth
• Monitoring and translating trends within member sentiment and the wider Superannuation industry to prioritize changes that make a real difference for our members and the fund
• Supporting the ongoing evolution of member engagement and segmentation to drive effective targeting and personalisation.
• Fostering a high performance team through leadership, strategic alignment, commercial mindset and strong decision-making.
• Championing the fund's strong member-centric culture and promoting enterprise CX mindset through user-friendly artefacts, celebrating successes and storytelling.
• Supporting professional development and progression of individual team members through direct leadership, coaching, knowledge sharing and mentoring.

Who are we looking for?

We're on the lookout for passionate individuals who embody our values. If you have the following, we want to hear from you:

• Extensive experience in delivering strategic experience-design and retention programs
• Expert in Human-Centred Design, Design Thinking and Agile principles to connect and align stakeholders at an enterprise level
• Strong commercial acumen, with the ability to proactively demonstrate quantifiable outcomes and determine priorities based on member and business value
• Proven experience in creation of experience program reporting/measurement frameworks and establishment of continued monitoring to measure baselines and changes.
• Ability to apply innovation to drive impactful and continued delivery for members and the fund
• Expert workshop facilitation, stakeholder management and enterprise storytelling.
• Proven experience managing, developing, and leading a high performing team
• Ability to translate enterprise priorities to develop and adapt team priorities that balance other business considerations
• Demonstrated capacity to develop relationships with a diverse range of stakeholders to foster collaboration and negotiate desired outcomes
• Exceptional verbal and written communication skills, with the ability to influence and align cross-functional stakeholders.
• Excellent interpersonal skills and a level of comfort work working ambiguity to uncover member needs and opportunities.
• Tertiary qualifications or equivalent in marketing or business
• Proven experience and knowledge of legislation, policies, procedures, and practices in superannuation.

What's in it for you?

Join a super fund that's soaring to new heights. CareSuper is on an incredible growth trajectory, and we're excited to potentially have you aboard as we take flight together Here's what you can look forward to as a valued member of our team:

• Hybrid and flexible work environment
• 3% Superannuation Guarantee (SG) above industry minimum
• Matching an additional superannuation salary sacrifice of up to 2%
• 5 weeks of annual leave
• 16 weeks of parental leave for all eligible employees
• Holistic health and wellbeing support - free annual flu shots, skin checks, Employee Assistance Program
• External Employee Coaching Program and Professional Development
• Rewards and Recognition Program, as well as employee discounts and cashback offers on a broad range of products and services

How to apply?

Ready to take the next step? Simply submit your resume and cover letter Please note we reserve the right to close this vacancy early if we receive a sufficient number of applications.

What happens next?

Rest assured, your personal information will be handled with the utmost care, in accordance with our Privacy Policy. At CareSuper, we believe that diversity and inclusion are essential to our success. We celebrate the rich tapestry of perspectives in our community, ensuring that everyone feels welcomed and valued, regardless of social or professional identity. We are committed to making our application and interview process accessible. If you have specific requests to support your application, please speak to your dedicated talent partner during the recruitment process.

We are an equal opportunity employer and encourage applications from all qualified individuals.

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