Head of Member Experience

4 weeks ago

Sydney, Australia Rest Full time

Company Description

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

**Closing date: 28th July 2023**

**Job Description**:

- Newly created Strategic Leadership role
- A career defining opportunity
- Hybrid working as standard

**About Us**

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

We support more than 1.9 million members, with around $70 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**

**Rest’s purpose is to create super our members love, so we’re on a mission to make super simple.**

As a strategic leader within the Brand & Member Experience Team and across Rest, you’ll play a key role in designing and implementing Rest’s member growth and engagement strategy. You’ll lead:

- Development of a member experience design capability at Rest
- Experience design across the member lifecycle from acquisition & onboarding through retention and into retirement
- Delivery of the member experience, directly leading a team of CX and marketing professionals and working closely with other executional teams within Rest and partners to influence prioritisation and ensure consistent alignment to the desired experience
- Development of a team culture and cross-functional working relationships with the values, behaviours and mindset to reinvent super for Australians.

Your outstanding leadership will also ensure that your team is constantly striving to exceed expectations, and surprise and delight Rest members.

**Accountabilities**
- Design and implement the future state member experience from new member acquisition through to retention and retirement that aligns to our purpose of creating super our members love and our mission to make super simple. This includes understanding intimately the attitudes, behaviours and preferences of Rest members across the member lifecycle, identifying pain points and opportunities to enhance the experience, journey mapping the desired experience based on data-driven and observed member insights, and prioritising and focusing executional effort.
- Lead the team that will re-imagine and reinvent the end-to-end member experience, executing directly through marketing-led activity (B2C and B2B2C) while coordinating and collaborating with teams across the organisation that deliver key aspects of the experience (eg. Product, Digital, Service etc.) to ensure their activities are aligned to the overall target experience.
- Build a member experience and marketing capability with a consistent and repeatable approach to experience design and execution, and a team culture that fosters personal accountability, the innovation required to pursue our mission and alignment to Rest values. Be a guide and coach for the team developing capability and performance at both team and individual level.
- Ensure every member touchpoint is infused and consistent with the Rest brand strategy, leading and influencing within the Brand & Member Experience team and across the broader organisation.
- Define and track key KPIs to assess the effectiveness of all member experience and marketing initiatives, reporting on performance, trends and actionable insights in easily digestible form to senior stakeholders.
- Lead the planning and Go-To-Market process for all member-facing initiatives, ensuing seamless coordination of in-market activity in service of the member.
- Ensure compliance with all regulatory and other standards

**Qualifications**:
**About You**:
A game changer, a juggler, an inspiring leader of leaders, driven with an operating style that brings everyone on the journey and delivers outstanding experiences to our members.

Agility, new ways of working and collaboration are ticket to play. Your expertise in experience design and strategic thinking is combined with an embrace of new ideas. In execution, you put progress over perfection and are constantly testing, learning, improving.

**Qualifications**:

- Tertiary qualifications in a relevant discipline and / or proven depth of experience in CX strategy and / or strategic marketing and related disciplines

**Desired experience, understanding or credentials including**:

- Demonstrated deep experience in CX strategy and capability development
- Ability to combine strategic leadership with pragmatic decision making to ensure progress over perfection in the pursuit of team goals
- Familiarity with financial services environment preferred but not essential
- Experience leading agile delivery methodologies with capacity to coach

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