Complaints Data

6 months ago

Melbourne, 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 Complaints Data & Reporting Analyst is a newly create role within our Member Sentiment, Voice of Customer (VOC) function. The Member Sentiment function is to champion member voice across the Fund to listen to, analyse and act upon member sentiment to advocate for members by sharing meaningful insights that drive optimisation of the member experience. The Voice of Customer team listens to how customers experience AustralianSuper, then partners across the Fund to improve those experiences.

The primary focus of this role is to be the guardian of dispute resolution data for the Trustee and play a pivotal role in the operational governance and oversight practices being delivered by the broader Member Sentiment team. You will lead data management of complaints data and the delivery of insightful reporting on operational performance and complaint analysis.

Key duties and responsibilities include but are not limited to
- Data Management - managing day to day interactions with the Fund Administrator to ensure quality and delivery of data to agreed specifications.
- Create, maintain, and deliver meaningful operational dashboards to inform the active management of dispute resolution functions.
- Develop and deliver valuable and consistent reporting on the performance of dispute resolution functions.
- Identify insights and trends that drive continuous improvement and improved quality of complaints management. Nurture and maintain internal relationships across all levels of the Fund and the administrator.

**What you’ll need**
- 7 years of experience within data analytics and/or market research.
- Experience working with large data sets within a heavily regulated environment with the ability to understand and translate to a wide audience.
- Experience with Customer Experience (CX) Platforms such as Qualtrics, highly advantageous.
- Ability to code in SQL, R and/or Python.
- Exceptional attention to detail. Strong written and verbal communication skills.

**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.

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