- You have the ability to find what is possible!
- Influence the direction of the role
- Hybrid working as standard
About Us
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 Job
As a key member of the Member leadership team, this role works closely with the Chief Member Officer (CMO) to ensure the Member division focusses on the things that matter most.
Specifically, this role is responsible for coordinating and communicating the development and monitoring of the Member strategy and success metrics, setting up and running reporting frameworks, monitoring processes as well as assistance in any group communications. By understanding the current and future needs of the customer, this role helps ensure that the member is central to Rest’s strategy.
The role will engage and support the wider Member team to ensure the right prioritisation for delivery of these aims in partnership with the CMO. This will enable the CMO to ensure key deliverables of each function of the Brand and Member Experience, Digital, Advice & Retirement, Workplace and Product functions are well articulated and monitored to meet required outcomes. This requires influence and collaboration to engage across Rest and may include support on key operational functions and delegation of CMO responsibilities as required.
The role is a key position in Rest dedicated to gathering and utilising customer feedback effectively, leveraging the power of customer insights and knowing how to put them to good use to make the value statement of the customer experience clear. As such it has responsibility for the member insights team and design and execution of the Voice of the Customer (VOC) program, as well as responsibility for Member reporting, to ensure overall member strategy is implemented using customer insights.
Key Accountabilities/Responsibilities
- Working closely with the Data Insights team and the broader Member team, ensure that insights obtained from members remain a priority for leaders and key stakeholders. Facilitate the co-ordination and escalation of member and employer insights to drive a data led, member centric strategy across Member. Make the insights understandable, accessible and actionable.
- Extract valuable insights from collected data and develop member priorities and narrative, using storytelling, dashboards, visual representations of data and presentations to effectively track business metrics and draw attention to MX issues across different business units and member segments.
- Oversight the delivery of member led initiatives, to ensure that initiatives are appropriately structured to achieve the maximum chance of success (time, budget, scope, quality). Ensure reporting frameworks exist for the efficient and timely monitoring and reporting to required stakeholders.
- Work with the CMO and leaders of the Member team to prepare and communicate key member priorities across the organisation and within the member teams and across Rest (and potentially partners) to keep stakeholders informed, updated, and aligned and thereby bring the member priorities and focus areas to life across Rest.
- Ensure the key CMO messages for internal and external meetings are succinctly and efficiently developed (coordinating across the organization) and prepare CMO to ensure delivery with impact and meaning.
- Ensure a central repository of key documents, artifacts, ‘key facts’ is maintained and updated for use by CMO and team. Assist in preparation, planning and execution for key strategic internal and external stakeholder management.
- Serve as a thought partner to the CMO, offering the CMO and their direct reports perspectives they might not see by using data and future technology and consumer trends and “joining the dots”, uncovering or helping the team uncover new possibilities and challenging ideas before they are committed to action.
- Maintain awareness of the competitive market, consumer trends, and legislative landscape and develop strategies to enhance member outcomes.
- Engage, inform, and negotiate with stakeholders, particularly the sponsor, business owner, impacted Rest business units, to ensure stakeholders remain engaged and committed throughout the initiatives.
- In conjunction with CMO’s EA work together to administer key operating rhythms, meetings, and governance to enable CMO to be as focused on leadership and development as work updates.
- Assist in the preparation of CMO reporting and other Board & Committee papers as required, ensuring strategic alignment, quality, and consistency of message; flag key items for discussion / resolution with the CMO.
