Service Capability Specialist

About US
Are you looking to join a high-performing, award-winning team? Come and join our Member & Advice function where our front-line teams help to support our members, in turn creating great retirement outcomes. Through this focus we have been recognised for our excellence, exceptional customer service and high performance. Be part of our inclusive, passionate team and make a difference with UniSuper.

You will be empowered to grow your career and contribute from day one in an organisation that supports your mental, physical, and financial wellbeing. 

The opportunity
Within our Member & Advice function this position sits within the Service Capability & Standards team. This team are responsible for uplifting knowledge, capability, and service standards across M&A to ensure we deliver an exceptional customer experience. 

Our M&A division has brought in a new service strategy which has allowed us to reset and standardise our teams. 

Key Responsibilities:

Craft Exceptional Learning Experiences:

• Design and deliver an onboarding journey that’s human-centered and modern
• Create engaging content that skills our teams to deliver exceptional outcomes to members

Data-Driven Training Insights:

• Conduct thorough training needs analysis, leveraging business performance data
• Measure and evaluate learning effectiveness

Versatile Learning Programs:

• Develop blended learning experiences: Face-to-face sessions; Virtual workshops; Digital modules; Microlearning bites; Self-serve resources; Just-in-time content

Strategic Partnerships:

• Collaborate with business leaders to recommend targeted learning interventions
• Address both current and future skills, knowledge, and capability gaps

Facilitation and Capability Building:

• Bring learning content to life through engaging facilitation
• Empower Subject Matter Experts (SMEs) and leaders to contribute to learning delivery

Alignment and Effective Delivery:

• Work closely with leaders, workforce management, change teams, and the People L&D Team
• Ensure training aligns with agreed processes and standards

Continuous Improvement and Learning Culture:

• Stay informed about learning and instructional design best practices, technology, and innovations
• Foster a learning culture across our Member and Advice teams

About You
If you are passionate about driving change, fostering creativity, and making a significant impact in a thriving organisation this may be your role. As a Service Capability Specialist, you’ll play a crucial role in uplifting knowledge, enhancing capability, and setting high service standards across our organization.

Key Qualifications and Experience:

Blended Learning Expertise:

• Demonstrated knowledge and experience with blended learning instructional design, best-practice L&D principles, training needs analysis, and adult learning methodologies
• Proficiency in creating digital resources, including animation videos, eLearning modules (using Articulate Rise and Storyline), and self-paced materials (using MS Suite including PPT and Word)

Facilitation Skills:

• Strong facilitation abilities for virtual, face-to-face, and hybrid learning environments

Assessment and Evaluation Methods:

• Experience using assessment design and evaluation methods to measure the effectiveness of learning programs 

Stakeholder Engagement Success:

• Demonstrable results of working across organizational boundaries with diverse groups of people

Project Management Agility:

• Ability to manage multiple projects concurrently and meet deadlines

Innovative Mindset:

• Bring creativity to create engaging and memorable learning experiences

LMS Content Management:

• Experience managing content within a Learning Management System (LMS)

Onboarding Knowledge:

• In-depth understanding of onboarding and induction best practices in operations and/or contact centre environments

We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.  
UniSuper’s high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include:

• A personal development budget of $1500 to support employees in their professional growth
• Exceptional parental leave to support employees in balancing their work and family responsibilities
• Mental physical and financial well-being initiatives

At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements listed.