Member Experience Specialist

1 month ago

Melbourne, Victoria, Australia HESTA Super Fund Full time
Unlock Your Potential as a Member Experience Specialist

At HESTA Super Fund, we're on a mission to deliver exceptional member experiences that make a real difference in people's lives. As a Member Experience Specialist, you'll play a pivotal role in shaping our organisation's approach to customer experience, driving insights that inform business decisions, and collaborating with cross-functional teams to deliver innovative solutions.

Key Responsibilities:
  • Develop and Execute the Member Experience Program: Contribute to the design and implementation of our Member Experience Program, ensuring it aligns with our organisational goals and objectives.
  • Lead Contact Centre Feedback: Design and manage the Contact Centre feedback program, including dashboard reporting and text analysis, to inform business decisions and drive continuous improvement.
  • Collaborate for Improvement: Work closely with the General Manager of Advice Development & Growth and the Contact Centre Manager to identify trends and opportunities for enhancing the member experience.
  • Operational Uplift: Partner with Experience Design and Operations teams to understand and contribute to future state service design, ensuring seamless integration and effective communication.
  • Drive Insights: Ensure insights generated are accessible and actionable for HESTA stakeholders and partners, driving business decisions and informing strategic initiatives.
What You Bring:
  • Exceptional Communication Skills: Proven ability to communicate effectively, both written and verbal, with diverse audiences, influencing and engaging stakeholders to drive results.
  • Customer Experience Expertise: Proficient in customer experience research design and execution, with a deep understanding of customer needs and preferences.
  • Data Visualization and Storytelling: Skilled in data visualization, analysis, and translating insights into compelling narratives, driving business decisions and informing strategic initiatives.
  • Technical Knowledge: Familiarity with research and data platforms, contact centre operations, and integrations (e.g., Genesis, Amazon Connect), with a willingness to learn and adapt.
  • Agile Working: Experience with agile methodologies, with a focus on collaboration, flexibility, and continuous improvement.
  • Industry Experience: Background in superannuation or finance industry, with a deep understanding of the sector's challenges and opportunities.
Benefits that Matter:
  • Flexible work arrangements, including remote work options and flexible hours.
  • Professional development opportunities, including training, mentorship, and career progression.
  • Competitive salary and benefits package, including superannuation and novated lease options.
  • Opportunities for growth and development, with a focus on employee well-being and satisfaction.

We celebrate, value, and include people of all backgrounds, genders, identities, cultures, and abilities. We welcome and support applications from First Nations people, physically, neuro, or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.

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