Summary

Lead the operation of AustralianSuper’s Voice of Customer platform and turn member feedback, contact centre interactions, and conversation analytics into actionable insights. The role focuses on surveys, reporting, statistical analysis, and customer experience measurement, within a blended working environment.

Responsibilities

• Administer the voice of customer platform and directories
• Design surveys, intercepts, workflows, and distribution automations
• Develop dashboards, insight reports, and text analytics
• Troubleshoot sample files, data flows, and contact imports
• Protect member information through survey data protocols
• Automate customer experience reporting for senior forums
• Coach colleagues on platform use and best practice