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SalarySupporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders
Closing date: COB Wednesday 21st February 2024. Please note Rest does not accept speculative resumes from recruitment agencies
Job Description
- Great Career Opportunity - help to design a Voice of Customer feedback program and insights
- Permanent, Full-time
- Sydney Located
- Hybrid Working - Blend of working from Sydney CBD office and home
Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.We support nearly two million members, with around $75 billion of funds under management and are recognised as a responsible investment leader*.
We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome. Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.
About the Role
The VoC (Voice of Customer) Insights and Research Manager supports a range of business stakeholders by providing an evidence-base for decision making derived from primary and secondary research sources. The role is focused on helping to design and deliver a Voice of Customer feedback program and insights to support Rest achieve the best understanding of the attitudes, needs and behaviours of members to assist with decision making, prioritisation and achievement of strategic objectives for the member and employer experience.
Contribute thought leadership and tactical support to business stakeholders to execute on strategy for Rest.
- Responsible for oversight and development of Rest’s Voice of Customer feedback program of post-interaction and relationship surveys, including:
- Responsible for the administration of the Maritz/InMoment platform and the support for users across Rest and business partners;
- Evaluate, monitor and improve effectiveness of existing data sources, tools and services used by the Voice of Customer feedback program;
- Identify and develop new data sources for Voice of Customer feedback program;
- Responsible for ensuring data integrity, accuracy, security and data confidentiality in data provided to stakeholders, as well as ensuring all data complies with legal regulations;
- Responsible for identifying, analyzing and interpreting trends, patterns and stories told by customer data and its sources, including the development of actionable insights and recommendations that support business stakeholders.
- Responsible for conducting research in-house, including recruitment, design of research activities, data analysis, insights development and reporting.
- Operate in agile environment as research and insights SME to support business unit requirements.
Qualifications
- Bachelor’s degree or appropriate tertiary qualifications in business or similar discipline
- 5+ years of hands-on client-side experience in VoC, customer experience or insights roles.
- Extensive experience in managing and innovating Voice of Customer programs to drive stakeholder engagement and deliver actionable insights.
- Expertise in one of the following Customer Feedback Software Platforms such as MaritzCX/InMoment, Confirmit, Medallia or Qualtrics.
- Experience managing business stakeholders, vendor partners and key relationships with external business partners.
- End-to-end market research skills, including stakeholder management, research design, survey development, data and sampling requirements, analysis and reporting.
- Creative, strategic thinker with strong problem-solving skills.
- High level of proficiency in Q research software.
- High level proficiency in Word, Excel and PowerPoint.
- Preferred: proficiency in Tableau.
Benefits
Our benefits have been designed so you can tailor your experience with us and include:
- Personal and professional development opportunities
- Flexible, hybrid working – work to suit your lifestyle (must be based in Australia)
- Purchase leave scheme and gender neutral 16 weeks paid parental leave
- Super Contribution Continuation for 12 Months of parental leave
- Meeting free breaks (Rest Stops)
- Income Protection Insurance
- Rest Excellence awards (peer recognition awards based on Rest’s values and behaviours)
Rest is committed to creating a flexible work environment and culture that embraces diversity, equity, and inclusion - where people feel welcome, safe to be themselves and inspired to do their best.
We value the different backgrounds, lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages, cultural backgrounds, faiths, gender identities, sexual orientations and thinking styles. This includes people with disability, neurodiverse individuals, Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks.
Please note only people with the right to work in Australia will be considered.
*Funds under management as at 31 December 2022. Rest is recognised as a by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.
Rest will review applications prior to the closing date and may close the role earlier
