Knowledge Management

17 hours ago

Melbourne, Australia UniSuper Full time

_Drive AI innovation in knowledge management across a growing organisation _
- _Help shape the future of member service delivery through digital transformation _
- **_Interviews will be held early 2025 _**

**About Us**
We're passionate about delivering great retirement outcomes for our members. With our deep roots in the University sector, we've built a culture where future-minded Australians come together to make a real difference. Our track record of success comes from our unwavering focus on being the best place to work in superannuation.

The Member & Advice business unit champions exceptional customer outcomes through innovation and service excellence. We're entering an exciting phase of transformation, where your expertise in knowledge management will help shape the future of how we serve our members.

**The Role**
Ready to shape the future of knowledge management in financial services? This is your opportunity to contribute to the transformation of our knowledge ecosystem through AI innovation and service excellence.

You'll join our Service Capability and Standards team, where you'll be responsible for managing and optimising our knowledge base to support exceptional customer experiences. Working with stakeholders across the business, you'll:

- Lead the development and maintenance of knowledge content that powers our service delivery
- Partner with stakeholders to ensure knowledge stays current through organisational change
- Implement governance frameworks that enhance content quality and reduce risk
- Contribute to the implementation of our knowledge management strategy, bringing fresh perspectives and innovative solutions
- Shape the future of our knowledge platform through AI integration and technological advancement
- Create and maintain digital learning assets that support team capability development

**About You**
You're someone who gets excited about the possibilities of AI and innovation in knowledge management. Your eye for detail matches your ability to see the bigger picture, and you thrive on making complex information accessible and useful.

You'll bring:

- Proven experience implementing knowledge management frameworks in service delivery or contact centre environments
- Strong understanding of knowledge management platforms and emerging AI technologies
- Demonstrated ability to influence stakeholders and work effectively across organisational boundaries
- Experience managing multiple projects while maintaining high attention to detail
- Track record of developing tools to monitor and improve knowledge effectiveness
- Experience with LivePro, Salesforce, or similar knowledge management systems (desirable)

**The US Way**
UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:

- 3 days over Christmas and 3 days 'Community, Culture & Wellbeing' leave
- Access to amazing lunch & learn session including with external experts
- $1,500 personal development budget

**Think Great. Create Great.

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