Member Experience Specialist

**Be inspired everyday - let your work make a difference**
**#Superwithimpact**
More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world.
HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members - and we are proud to serve them.

**The opportunity - ‘Do what you love, and you’ll never work a day in your life’ #careerswithimpact**
**Join HESTA as a Member Experience Specialist & bring your experience and passion to this exceptional role.**

Are you passionate about driving exceptional member experiences through insightful data and innovative solutions? HESTA is seeking a collaborative and outcomes-driven Member Experience Specialist to join our Member Experience (MX) team. This is your chance to be part of a team that empowers our organisation with insights that shape the continual improvement and development of our products, services, and experiences.

**Key Responsibilities**:

- **Support the MX Program**:Play a pivotal role in the development and execution of HESTA’s Member Experience Program.
- **Lead Contact Centre Feedback**:Design and manage the evolved Contact Centre feedback program as part of the Voice of Customer Program, including dashboard reporting and text analysis.
- **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.
- **Drive Insights**:Ensure insights generated are accessible and actionable for HESTA stakeholders and partners.

**What You Bring**:

- **Communication Skills**:Exceptional communication skills, both written and verbal, with a knack for influencing and engaging diverse audiences.
- **Expertise in Customer Experience**:Proficient in customer experience research design and execution.
- **Data Visualization and Storytelling**:Skilled in data visualization, analysis, and translating insights into compelling narratives.
- **Technical Knowledge**:Familiarity with research and data platforms, contact centre operations, and integrations (e.g., Genesis, Amazon Connect).
- **Agile Working**:Experience with agile methodologies is desirable.
- **Industry Experience**:Background in superannuation or finance industry is a plus.
- **Engaging and Social**:You love talking to people and understanding their jobs to be done.
- **Driven by Purpose**:You are motivated by making a positive impact and improving our members’ experience.
- **Data Savvy**:Comfortable with data and adept at storytelling with data to inform business decisions and enable and inspire others.
- **Collaborative**:Known for effective communication and collaboration across all levels of the organization - your best work happens out of the conversations you have with others.
- **Action-Oriented**:You are a solutions-focussed problem solver, excited to turn insight into action.

**Benefits that matter and make a difference for our employees**
- Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).
- Your Professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
- Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
- Your financial wellbeing matters, 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

Please note: Applications via recruitment agencies will not be accepted for this position
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