Member Strategy And Centricity, Practice Lead

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. Our 1.1m+ members. These are the people who inspire what we do and how we do it, every day.
And we walk our talk, inside as well as out. That care and inclusion, and a focus on better futures, also extends to the people who work at Aware Super. We are proud of our well-resourced and successful development and wellbeing programs, available to all our staff.

But don't take our word for it, the 2023 AFR BOSS Best Places to Work, 2023 Money Magazine's Best and Canstar's Best Value Super Fund in Australia awards back these claims. And while it's nice to be recognised, we don't do it for the accolades. We work to help everyone get more from their super, so they can get more for their future.

Sound good? Learn more about us and what we do at https://awaresuper.com.au

Your New Role

Inthis role, you will provide customer strategy guidance for Aware Super toensure we are meeting member acquisition, engagement, retention objectives andorganisation wide 'customer centricity'. This will be achieved by developingand maintaining a holistic Member Strategy that is well understood across theorganisation, and delivering programs to educate and engage colleagues aboutmembers so that we are enabled to act in member's best interest. Activitieswill include:

• Overseeing Market and Member Segmentation and associated Targeting;
• Defining value proposition boundaries with key parameters over a ~5 year horizon;
• Assessing and defining underlying capabilities required to enable the go-to-market strategy (e.g. analytics, research, human centered design, actuarial, customer decisioning, digital platforms) and a coordinated uplift roadmap;
• Managing and elevating shared customer data and insight resources for whole of Fund use (e.g. Customer Insights Hub); and
• Identify opportunities to then develop and maintain approaches that embed 'customer centricity' in culture and process

• You will have a strong background in the field of customer strategy (e.g. research, analytics, customer experience);
• You will have worked with organisations on their acquisition, engagement, retention challenges using approaches and generating outputs such as: segmentation, customer lifetime value, customer value proposition, market research, human centered design, voice of customer programs including NPS or Customer Satisfaction, customer journey mapping, and customer decisioning;
• Ability to lead both direct reports and peers to uplift knowledge and ways-of-working towards greater customer centricity;
• Demonstrated ability to analyse and interpret data from multiple sources and integrate various viewpoints to synthesize key guidance for stakeholders; and
• Experience in using data to drive high-impact customer initiatives and decisions is crucial.

We understand that not everyone works in the same ways. We offer flexibility so that you can perform your role at your best.

We love working at Aware Super because our hard work is rewarded by:

• A culture of career growth and development, backed by a commitment to internal career mobility
• Abundant well-being offerings like a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones
• Career defining opportunities such as high-impact projects to scale our business and industry leading products and services development

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.

Applicants must have the right to work in Australia and will be subject to police and bankruptcy checks.