Job Description Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds. We support more than two million members, with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome. Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do. The GM Digital, is responsible for leading the digital team in the development and implementation of member and employer digital experiences to drive outstanding service and interactions. You will establish clarity across the team to focus on the things that matter most for our members across website, app, member portal, messaging, virtual assistant solutions, as well as owned Employer-facing digital products. You will champion Agile ways of working and engage across Rest to ensure that an integrated digital channel strategy is developed and considers member experience across digital and physical channels so that they provide complementary and consistent interactions for our members. You will be responsible for leading both dedicated and agile teams and will optimise ways of working within these teams to deliver enterprise priorities. A key success factor for this role will be having a strong enterprise approach that works with, coordinates and leverages expertise and input from across the Rest teams (particularly Service and data and technology teams) and across our key suppliers to develop leading end-to-end member solutions. Key Accountabilities: Inspire and mobilise the Digital team by clearly articulating goals that ladder to enterprise strategic priorities. Ensure that the Member is at the heart of these goals. Lead Product Owners to design usable digital products and services that deliver to member need and allow Rest to efficiently scale its self-service proposition. Work across vendors and within Rest to ensure cost effective platforms that deliver optimal member outcomes. Work with the Data team to align on capabilities and systems required to deliver a future omnichannel experience. Optimise digital team operating model to enable delivery of enterprise goals, centered around member experience. Lead all member facing Digital products including the Rest public website, Member Portals, Rest App, Messaging and Virtual Assistant, as well as owned Employer-facing digital products. Work with Member and employer value creation team to identify, develop and optimise key digital journeys. Lead the Rest Digital team to achieve the Rest strategic objectives, set Key Performance Indicators (KPIs) and provide management and performance reporting on all activities. Ensure buy-in across the business to facilitate the development, promotion, and delivery of high-quality member digital services to Rest members. Drive Member NPS and CSAT measures as they relate to the delivery of digital services. Leverage and action the relevant voice of customer insights that support the continued improvement of member NPS. Ensure systems, processes and infrastructure are appropriate to ensure compliance of member information and services provided digitally. Lead, select, and monitor services provided by outsourced digital providers.
