Address- Make a difference. Drive outcomes that impact millions of Australians.
- Join a fast paced and growing team.
- Flexible and inclusive 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
Reporting to the Member Enablement Manager, The Complaints Reporting Analyst is a key member of the Enablement Team within Member Sentiment team and provides critical support and insights to the Dispute Resolution team and broader Fund.
Key duties include but are not limited to:
- Implement and manage quality assurance measures to validate the accuracy and completeness of internal complaints data.
- Collaborate with the Fund Administrator to ensure quality and delivery of data to agreed specifications.
- General support with reporting activities as required by the Enablement department or broader Member Sentiment team.
- Develop and maintain regular reports and dashboards summarising complaint metrics and key performance indicators to inform the active management of dispute resolution functions.
- Assisting with BAU reporting and ad-hoc data / insight requests on complaint volumes / trends from within the Fund or to support external responses.
- Help identify insights and trends through data analysis, and other member experience and operational data sources, that drive continuous improvement and improved quality of complaints management.
- Effectively communicate insights to stakeholders in a clear and understandable manner.
- Investigate and resolve discrepancies or gaps in reported data.
- 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.
What You'll Need
- Demonstrated professional experience within a customer reporting function (i.e., Data analytics, Customer analytics, Customer Insights, Demographics, Consumer Statistics).
- Data management, extract, and analysis experience.
- Data dashboarding and reporting experience.
- Experience in using analytics tools such as Tableau and Power BI.
- Experience with Customer Experience (CX) platforms (e.g., Qualtrics, Medallia, InMoment) is desirable
- Strong presentation and communication skills.
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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