Principal Customer Experience

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

As the new Principal Customer Experience, you will lead the User Experience/Service Design team, the Customer Experience (CX) team, and the Content Strategy team to ensure that AustralianSuper designs exceptional customer and frontline experiences with users at the centre. You will guide a team of CX professionals, collaborating with colleagues to craft outstanding experiences and identify opportunities to enhance existing ones.

Duties and Responsibilities include but are not limited to

• Establish and lead a newly formed CX team and develop CX as a strong and pervasive discipline
• Advocate for the customer (member, employer, advisor, frontline) to be at the heart of AustralianSuper's Service, Engagement and Product experiences
• Lead teams to map E2E journeys, spot the pain points and turn insight into innovation
• Stay abreast of developments in CX and ensure alignment to best practice
• Along with the colleagues leading teams of POs and BAs, optimise ways of working to ensure continuously improving quality and speed to market in digital delivery
• Ensure our Members First culture is consistently and firmly embedded across the team and advocated for through the work of the CX team
• Drive evidence-based decision making - including appropriate and simple metrics that provide solid data for informed decision making

What You'll Need

• Solid experience in more than one CX specialisms (eg. UX, Service Design, CX, Content)
• Significant leadership experience with a demonstrated ability to lead diverse and dispersed teams to a high standard, including managing underperformance
• Deep understanding of Human Centred Design and Design Thinking, Digital User Experience and Content Strategy as it relates to customer experience.
• Ability to influence and drive outcomes with a range of stakeholders including senior leaders, both internal and external
• Results-oriented, data-driven mindset with highly developed analytical skills
• Instinct for innovation and strong problem-solving skills
• Strong budget management skills, strategic thinking and business acumen
• Deep understanding of how Voice of Customer metrics and insights can be leveraged to identify opportunities
• Financial services industry experience preferred

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.

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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.