Manager - Customer Insights and Voice of Customer

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As the Manager - Customer Insights and Voice of Customer (VOC), you’ll lead the design, delivery, and management of our customer insights program. This covers member, adviser, and employer audiences. Your work will drive measurement, analysis, and actionable insights to boost customer experience. This aligns with Australian Retirement Trust’s goal to provide a world-class member and digital experience.

You’ll be part of the Strategy and Operations team within the Members business area. You’ll work closely with teams across the fund that impact customer experience.

Day to day, you'll:

- Lead the design, delivery, and management of the customer insights program.
- Refresh the core customer experience measurement for Australian Retirement Trust (ART) and archive old measures.
- Build and enhance feedback loops to turn insights into action.
- Develop the target state for the VOC program, focusing on real-time, in-channel listening and broader feedback coverage.
- Lead the transformation of the VOC program, including business case development and vendor management.
- Drive harmonisation and consistency of the VOC program as ART and QSuper unify.
- Synthesise VOC outcomes and prioritise actions that impact satisfaction and fund outcomes.
- Bring best practices to ART’s VOC program to keep it contemporary and aligned with customer experience measures.
- Lead, manage, mentor, and develop a team of VOC specialists.
- Build strong relationships with teams across the fund to drive continuous improvement in customer experience.
- Champion customer-centricity across the fund.
- Collaborate with other teams to ensure a holistic view of the customer.

This role is a permanent opportunity.

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

- You have experience in building or running a Voice of Customer program, ideally in superannuation or financial services.
- You hold a tertiary qualification in a relevant field or have equivalent work experience.
- You have excellent written and oral communication skills and can simplify technical concepts.
- You’re passionate about translating data and analytics to improve member/customer experience.
- You have strong communication and interpersonal skills, and you can influence and build positive stakeholder relationships.
- You have highly developed problem-solving skills and a keen attention to detail.
- You can work under pressure and manage multiple tasks simultaneously.

**About us**

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.