Address- We make a difference, delivering outcomes for millions of members.
- Join a fast paced and growing team with a global reach.
- Flexible and inclusive work environment for all
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
The Member Sentiment function brings together three teams: Dispute Resolution, Social Community Moderation & Management and Voice of Customer. The purpose of the Member Sentiment function is to champion member voice across the Fund to listen to, analyse and act upon member sentiment to advocate for members by sharing meaningful insights that drive optimisation of the member experience. The Complaints Data & Reporting Manager is a key member of the Member Sentiment team and provides critical support and insights to the Dispute Resolution team and broader Fund.
The primary purpose of the Complaints Data & Reporting Manager is to be the guardian of dispute resolution data for the Trustee and play a pivotal role in the operational governance and oversight practices being delivered by the broader Member Sentiment team. The role will lead data management of Complaints Data and the delivery of insightful reporting on operational performance and complaint analysis.
The role will primarily be responsible for supporting the establishment and maintenance of complaint data, insights and reporting. The role will be responsible for supporting BAU and ah-hoc analysis and insight to contribute to internal and external reporting.
Some key responsibilities but not limited to;
- Ensure the Trustee is well placed to meet regulatory requirements with the delivery of timely, relevant analysis and insights.
- Ownership and management of the integrity, reliability, supply and usability of the dispute resolution data.
- Develop, maintain and deliver meaningful operational dashboards to inform the active management of dispute resolution functions.
- Contribute to deliver new data and reporting framework
- Develop and deliver valuable and consistent reporting on the performance of dispute resolution functions.
- Facilitating complete and timely responses to ad-hoc data / insight requests on complaint volumes / trends from within the Fund or to support external responses.
- Identify insights and trends from the data, and other member experience and operational data sources, that can inform and drive continuous improvement across the member experience and the operational management of the dispute resolution functions.
- Measure and report complaint customer experience (Ease) and customer advocacy (NPS)
What you'll need
- 5+ years of professional experience within a customer reporting function (i.e., Data analytics, Customer analytics, Customer Insights, Demographics, Consumer Statistics).
- Significant data management, extract, and analysis experience
- Significant data dashboarding and reporting experience
- Ability to code in SQL, R and/or Python.
- Numerate, self-motivated, high attention to detail, adaptable and with a positive attitude.
- Strong written and verbal communication skills
- Ability to identify priorities, manage competing demands, and meet deadlines.
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 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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