This is a Member Research & Experience Design Practice Lead role with Aware Super based in Melbourne, VIC, AU Aware Super Role Seniority - senior More about the Member Research & Experience Design Practice Lead role at Aware Super Your SUPER career starts here As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world. Sound good? Learn more about us and what we do at aware.com.au Your New Role This senior leadership role leads the Member Research & Experience Design Practice, partnering across the organisation to inform, align and guide customer experience holistically through AI, Human and Digital channels. You'll be accountable for: Thought leadership regarding the future of CX and how to best position for it The organisation's CX Vision and CX Principles Driving deep marketand member insights Translating insight into actionable UX/UI and Service Design outcomes Leading our internalHumanCentred Design operating model and change efforts Enable AI in design and research practices and design for AI experiences Building practice maturity, capability and bestpractice frameworks In this role you will: Lead and mentor a large team of research, CX, UX/UI and Service Design practitioners Design and govern CX, UX and service design frameworks used across the organisation Integrate AI into design and research practices, equipping teams to responsibly use AI to accelerate and scale research, ideation, prototyping and insight generation Lead the design of AI-driven and agentic experiences, ensuring intelligent agents and systems are delivering intuitive, trustworthy and effective experiences Champion a memberled, designdriven approach across whilst ensuring CX initiatives are connected across journeys and channels Deliver endtoend research and design programs, from discovery through to experimentation and implementation Own and evolve the Voice of Customer program and member listening strategy To be successful in this role you will have the following skills and experience: Proven experience leading CX / UX / research practices in complex, matrixed environments Strong background in HumanCentred Design, Service Design and member journey mapping Demonstrated ability to translate research and data into clear, actionable experience strategies Experience running Voice of Customer programs and largescale research initiatives A cross functional leader with the ability to influence at senior levels Strong commercial acumen and a passion for membercentric outcomes You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow. Employee Experience We understand that not everyone works in the same ways. We value flexibility and know that it helps you manage work and life. Why you'll love working at Aware Super: Have a super impact: You'll think big and care deeply to help more Australians live their best lives in retirement. Be part of something super unique: You'll work to reshape super and retirement. We'll invest in your growth and give you the opportunity to work on career-defining projects. Work with super humans: You'll work hard and innovate, but also have some fun along the way. Feel super cared for: We'll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones. The Aware Super difference At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Aware Super team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Key Strengths A Final Note: This is a role with Aware Super not with Hatch.
