Voice Of Customer

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 passionate about CX? Do you embrace AI powered experience measurement? Do you drive insight to action to improve service?

Duties include but are not limited to:

- VoC uplift strategy development and implementation planning
- VoC project management of program uplift, to align to the target service model and being the VoC representative
- Designing the VoC to-be program design to align to future fund architecture and data requirements
- Project manage the transition of surveys to a new Contact Centre provider
- Establishing proof of concepts to demonstrate the business value of new data sources (such as Live Chat and Call transcripts/voice).
- Contribute both functional expertise and broader leadership and business management ideas, skills, and experience as part of cross-Fund initiatives.
- Develop engagement strategies with regular levels of cadence.
- Work with the internal department to evolve CX / VoC engagement amongst colleagues.
- Support and guide different departments on best practise regarding EX & CX measurement and reporting.
- Drive evidence-based decision making - including appropriate and simple metrics that provide solid data for informed decision making
- Partnering with the Member Experience Team to help identify and prioritise pain-points, whilst thinking about strategies to driver services improvement, then measuring their outcome

**What You'll Need**
- At least 8 years of professional experience within a customer focussed function (i.e., CX, Customer Insights, Strategy, Demographics, Consumer Statistics, Research) within superannuation, financial services or other service industries.
- A strong grounding in Customer Experience (CX), strategy and project management
- Strong experience with survey/market research platforms (e.g., Qualtrics, Medallia, InMoment).
- A strong understand of natural language programming (NLP) capabilities with ideas about how the VoC Team can leverage their capabilities to evaluate service channel performance and shape service measurement at an agent level
- Demonstrated history of leading CX and/or Voice of Customer programs that deliver actionable customer insights
- Strong experience in managing senior stakeholders to achieve business outcomes
- A strong appreciation for the role of data and technology in delivering a experience measurement
- Demonstrated orientation towards the needs of the customer.
- A solid understanding of research methodologies, including but not exclusive to questionnaire design, sampling, weighting, segmentation and best in class CX and EX measurement and reporting approaches.
- Ability to identify priorities and manage competing demands and meet deadlines.
- Ability to link VoC Strategies to Fund
- A commercial focus (i.e. demonstrate the value that VoC brings to the fund, plus via PoCs demonstrates potential future value)
- A passion to make a difference to current and future AustralianSuper members

**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.New role within the VoC team in our Member Domain delivering on vision, strategy & project management of our next generation CX measurement program.