Experience & Performance Lead

Credit Union SA; Adelaide; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Thrive Days

Birthday paid day off

Online training

Study leave

Employee Assistance Program

Salary sacrificing options

Insurance discounts

Job summary

Credit Union SA in Adelaide is seeking an Experience and Performance Lead to turn member insights into strategic action and support executive decision-making. You’ll work across teams to translate data into clear recommendations and help advance initiatives in the Experience Department.

The role focuses on research, reporting and coordinating priorities, with the potential for ongoing opportunities as business needs evolve. A fixed-term start is offered for 12 months.

Qualifications

• Experience supporting a senior executive or leadership team in a trusted advisory capacity.
• Experience in member or customer insights, performance reporting, strategy execution, consulting or business partnering would be advantageous.
• Experience coordinating strategic initiatives or cross-functional activities would be highly regarded.
• Relevant qualifications in business, analytics, marketing, strategy, communications, project management or a related discipline would be advantageous.

Responsibilities

• Coordinate priorities and strategic activities with the Chief Experience Officer.
• Collate performance reporting and translate results into clear insights and areas needing attention.
• Connect member feedback and business data to identify opportunities and support informed decision-making.
• Research member needs, market trends and emerging practices to develop evidence-based recommendations and next steps.
• Prepare executive briefs, presentations and communications for the Chief Experience Officer.

Skills

Stakeholder management

Analytical thinking

Executive reporting

Cross-functional collaboration

Digital literacy

AI proficiency

Education

Business/Analytics discipline

Tools

AI tools

Reporting tools

Job description

Think banking is all about numbers? Think again.

At Credit Union SA, we’re all about people first - our members and their families, the communities we serve, and you. Who are our members? They are the people who trust us with their banking needs, and when they join us as a member, they become part of our thriving community.

For more than 65 years, we’ve delivered a fairer, smarter and more human alternative to traditional banks. A customer-owned banking organisation run by its members, for its members, with the purpose of helping South Australians thrive. At every stage of life, we see South Australians, because we're here too.

Our success is thanks to every one of our team members and the diverse thinking, collaboration and innovation they bring. That’s why we’re committed to creating a welcoming, inclusive workplace where everyone feels comfortable, valued and empowered to reach their full potential.

Want to make your contribution count with an innovative, purpose-driven organisation that supports you to thrive? Join us as an Experience and Performance Lead and experience the Credit Union SA difference.

Your opportunity

As our Experience and Performance Lead, you'll play a pivotal role in helping Credit Union SA understand what matters most to our members, monitor the performance of our Experience Department and turn insight into action. This is an exciting newly created role, initially offered on a 12 Month fixed-term basis, with the potential for ongoing opportunities as the role evolves and depending on future business needs.

Working closely with the Chief Experience Officer, you'll connect member feedback, business performance, market intelligence and strategic priorities to support informed decision-making across the organisation. You'll help identify opportunities to improve member experience, engagement, retention and growth while ensuring key initiatives continue to move forward across the Experience Department.

This is a unique role that combines strategic thinking, research, analysis and coordination. You'll act as a trusted partner to the Chief Experience Officer, helping translate complex information into clear insights, recommendations and practical next steps. Whether you're preparing executive-ready reporting, investigating emerging opportunities, monitoring strategic priorities or supporting significant organisational initiatives, your work will help shape how we deliver value to members and communities.

You'll thrive in this role if you're naturally curious, highly organised and enjoy making sense of information to uncover opportunities and drive outcomes. You'll be comfortable working across teams, influencing without authority and balancing strategic thinking with a strong bias for action.

In this role, you will:

• Partner with the Chief Experience Officer to coordinate priorities, commitments and strategic activities.
• Collate performance reporting and translate results into clear insights, themes and areas requiring attention.
• Connect member feedback, complaints, experience measures and business data to identify opportunities and support informed decision-making.
• Research member needs, market trends, competitor activity, emerging practices and new ideas to develop evidence-based recommendations, options and next steps.
• Provide proactive support to the Chief Experience Officer through effective preparation of executive briefs, presentations, communications and follow-through on key commitments.
• Monitor department priorities, actions, milestones, risks and dependencies, providing clear reporting on progress, performance and emerging issues.
• Work across teams to maintain momentum, remove barriers and progress shared outcomes.
• Anticipate issues and emerging needs, responding directly or escalating with context and potential solutions.
• Use approved technologies, including AI, to enhance research, reporting, coordination and productivity.
• Maintain confidentiality, accuracy and sound judgement when handling sensitive information.
• Exceptional organisation, prioritisation and coordination skills.
• Strong analytical and critical thinking capability, with the ability to identify meaningful insights, patterns and opportunities.
• The ability to synthesise information and identify meaningful insights, patterns and implications.
• Strong research capability and the ability to assess opportunities objectively.
• The ability to translate broad ideas into structured options, recommendations and practical actions.
• Excellent written and verbal communication skills, including the ability to prepare concise, engaging and executive-ready materials.
• Strong initiative and confidence working with limited direction.
• The ability to manage competing priorities with discretion, judgement and attention to detail.
• The ability to influence, coordinate and progress outcomes across teams without formal authority.
• Strong digital literacy and confidence using reporting, presentation and collaboration tools.
• Confidence using AI and emerging technologies to improve insight, creativity and productivity.
• Adaptability and composure when priorities shift or information is incomplete.
• Experience supporting a senior executive or leadership team in a trusted advisory capacity would be highly regarded.
• Experience in member or customer insights, performance reporting, strategy execution, consulting or business partnering would be advantageous.
• Experience coordinating strategic initiatives or cross-functional activities would be highly regarded.
• Experience analysing member, customer or business information and communicating insights would be beneficial.
• Relevant qualifications in business, analytics, marketing, strategy, communications, project management or a related discipline would be advantageous.

Why Credit Union SA?

At Credit Union SA, we channel profits we generate back to members and communities. It’s a purpose that inspires our people each day. And when you join us, you’ll find we’re just as committed to ensuring you have the opportunities and support you need to thrive in all areas of your life.

Here are some of the benefits you’ll enjoy at Credit Union SA:

Take time out to fill your cup with Thrive Days each quarter and a paid day off to celebrate your birthday.

Learn, grow and progress your career with online training, internal and external development opportunities, study assistance, paid study leave, and assistance for professional membership fees.

Stay fit and healthy with access to our free on-site gym, wellbeing program and annual flu shots.

Be rewarded for your outstanding contributions with our CEO Awards, Service Awards and Milestone Recognition.

Need extra support? Our Employee Assistance Program gives you and your family free professional counselling when you need it.

Make your pay go further with salary-sacrificing options and discounts on health insurance, general insurance, financial planning and loan products.

Are you ready to thrive?

Join Credit Union SA to make a positive impact on South Australians and your career.

Credit Union SA is an equal opportunity employer that welcomes and values the unique contributions of all people. We strongly encourage applications from people of all backgrounds, cultures, perspectives and experiences. We also support candidate requests for adjustment to accommodate disability or injury to ensure everyone can equitably participate in the selection process, so don’t hesitate to ask if you need any support.