Voice of Customer

6 days 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**

Are you a skilled business analyst passionate about improving customer experience?

The Voice of Customer (VoC) Analyst plays a vital role in the Member Sentiment team. The VoC program listens to customers' experiences with AustralianSuper and collaborates across the fund to improve them.

This position supports VoC operations, ensuring smooth program workflows and timely insights delivery. Responsibilities include data extraction, insights generation, reporting, and stakeholder engagement. Additionally, the role involves managing the transition to our enhanced VoC program by gathering requirements and coordinating with data, technology, and business teams.
- Duties include:

- Capture, analyse, and refine business, data, and technology requirements for to-be VoC.
- Plan and guide the uplifted program delivery.
- Develop to-be processes and documentation.
- Deliver VoC operations as a SME, develop reports, enable ticketing & workflows, manage data, update dashboards, and provide access to stakeholders.
- Analyse survey results and present insights with graphs and statistics.
- Maintain and improve experience measurement surveys.
- Lead key projects and handle ad hoc requests.
- Drive evidence-based decision making with clear, simple metrics.

**What You’ll Need**
- 3+ years of professional experience within a customer reporting function (i.e., Customer analytics, Market Research, Customer Insights, Demographics, Consumer Statistics) ideally within Financial Services, management consulting or business analyst roles.
- Project management experience - particularly requirements gathering and implementation planning
- Data extract and analysis experience
- Strong experience with survey/market research platforms (e.g., Qualtrics, Medallia, InMoment).
- Numerate, self-motivated, high attention to detail, adaptable and with a positive attitude.
- Strong written and verbal communication skills
- Ability to identify priorities, manage competing demands, and meet deadlines.
- Presentation and communication skills.
- Knowledge of Market Research and associated techniques.
- Experience in researching service industries (e.g., telco, utilities, financial services).

**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**.
- Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you._

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