Description 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 AustralianSuper’s purpose and connection to members’ best financial interest – putting the customer at the centre of our daily operations, with the goal of improving financial outcomes for all Australians. Australia’s $2.7 trillion superannuation industry is facing into a shifting landscape influenced by increased regulatory pressures, disruptive technologies, changes in demographics and ever-changing member expectations. It is critical that we understand and address these forces of change and are also able to adapt at a faster pace to respond to new challenges and capitalise on new opportunities. As a Senior Customer Experience (CX) Consultant, you’ll play a key role in shaping how we understand and improve customer experiences across every stage of the customer journey. Leveraging human-centred design methodologies, you’ll synthesise research and insights to form recommendations for improvement across all customer touchpoints – including sales and marketing. In this role, you’ll collaborate with Product Owners, Journey Owners, Experience Designers, Business SMEs, Marketing, Research, Voice of Customer and Data teams. By combining top-down strategic direction and bottom-up insights, you’ll align stakeholders around the right problems to solve and ensure the solutions deliver an exceptional experience that meets AustralianSuper’s Customer Experience principles and positive business outcomes. Key duties include but are not limited to: Design, plan and facilitate HCD/Design thinking workshops to help solve complex business problems and inform the development of customer-centred solutions Apply HCD methodology to deliver tangible outcomes – including producing and validating customer personas, current- and future-state journey maps, and other key CX artefacts that inform prioritisation and experience design Help teams set the visionary ambition of the experience – including defining measures of success and what good looks like, whilst applying Customer Experience principles. Champion Voice of the Customer - ensuring that initiatives are underpinned by insights from the Voice of the Customer and that the customer is at the heart of decisions. Drive evidence-based decision making – including appropriate and simple metrics that provide solid data for informed decision making, such as business strategy alignment, cost/benefit, and cost/quality/risk. Proactively manage a portfolio of costs and look for ways to improve Member value - including identifying cost saving opportunities and go to market strategies. Ensure risk is managed in accordance with the Fund’s Risk Management Framework - including risk identification and management, risk profiling, risk reporting and incident management. What you’ll need Strong experience in a CX role or similar in a complex, matrixed organisation. Experience in designing and facilitating Design Thinking & HCD workshops. Hands-on experience applying HCD methodology to produce core CX artefacts that drive alignment and measurable improvement. Experience in synthesising disparate data sets (quantitative and qualitative) to produce insights and recommendations 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. 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.
