Voice of Customer Operations Lead

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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

We are seeking a Voice of Customer Operations Lead to join our Member Strategy and Insights team. Reporting to the Senior Manager Voice of Customer, you will lead the operational management of our customer experience measurement platform and help turn customer feedback into meaningful, actionable insights.

Your New Role

This is a highly specialised role for someone with deep expertise in data, analytics, Voice of Customer platforms and customer experience measurement.

You will be the technical and operational leader of our Voice of Customer ecosystem, responsible for transforming member feedback, contact centre interactions and conversation analytics into actionable insight that drives measurable business improvement.

You will work closely with colleagues across the Fund to bring together data, customer-related insights, identify areas of success and underperformance, and support evidence-based improvements to member experience, engagement and loyalty.

Key duties include but are not limited to:

• Lead the operational management and administration of the Voice of Customer platform, including data, directories, users and vendor engagement.
• Design, program and maintain surveys, web intercepts, workflows, invitations and distribution automations.
• Develop dashboards, insight reports, sentiment analysis and text analytics.
• Source and troubleshoot sample files, data flows and contact import processes.
• Manage survey and data protocols to protect member information and support privacy and regulatory compliance.
• Lead the development and automation of customer experience reporting for senior stakeholders and key forums.
• Generate strategic insights through driver analysis, statistical techniques and the integration of multiple data sources.
• Coach and support colleagues to use the platform effectively and apply Voice of Customer best practice.

What You’ll Need

• Advanced knowledge of market research, customer experience measurement and the Net Promoter System.
• Significant experience administering an enterprise customer experience platform, preferably Qualtrics or a comparable platform such as Medallia or InMoment.
• Strong technical expertise in complex survey data, data management, dashboard development and statistical analysis.
• Advanced text analytics - natural language processing and experience analysing transcripts is highly desirable.
• A demonstrated ability to translate customer data into practical and actionable insights.
• Experience managing senior stakeholders and working collaboratively across multidisciplinary teams.
• Strong written, verbal and presentation skills, with the ability to communicate complex insights clearly.
• Advanced analytical, problem-solving and critical-thinking skills.
• The ability to manage competing priorities, projects and deadlines in a changing environment.
• Experience within superannuation and a demonstrated understanding of how to uplift a customer experience program.
• Tertiary qualifications in business, management, commerce, marketing, data science, social science or a related field.

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 cultivate a workplace that champions safety, respect, inclusiveness and diversity. 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

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy:

https://www.australiansuper.com/careers/candidate-privacy-notice

Australian or New Zealand citizenship or Australian permanent residency status is required.

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.