Customer Insight & Experience Operations Lead

AustralianSuper Pty Ltd; City of Melbourne; On-site; AUD 140,000 - 180,000; Full time

Job summary

AustralianSuper is seeking a Voice of Customer Operations Lead to join its Member Strategy and Insights team. You will be the technical and operational owner of our customer experience measurement platform, turning member feedback and contact centre interactions into actionable insights that drive measurable business improvements.

You will design surveys, dashboards, and analytics, manage data protocols, collaborate across the Fund, and coach colleagues on best practice in Voice of Customer.

Qualifications

• Advanced knowledge of market research and customer experience measurement.
• 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.
• 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.
• 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.

Responsibilities

• 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.

Job description

AustralianSuper is seeking a Voice of Customer Operations Lead to join its Member Strategy and Insights team. You will be the technical and operational owner of our customer experience measurement platform, turning member feedback and contact centre interactions into actionable insights that drive measurable business improvements.

You will design surveys, dashboards, and analytics, manage data protocols, collaborate across the Fund, and coach colleagues on best practice in Voice of Customer.