Hybrid Customer Experience Lead bei AustralianSuper

At AustralianSuper, we truly care about our colleagues.​ We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. 

Your New Role

AustralianSuper’s purpose and connection to members’ best financial interest – putting the customer at the centre of our daily operations, with the goal of improving financial outcomes for all Australians.

As a Customer Experience (CX) Lead, you will play a key role in shaping how we understand and improve customer experiences across every stage of the customer journey. Sitting at the intersection of insights and delivery you’ll ensure the right problems are surfaced, clearly defined, and progressed into action – with customer needs consistently at the centre of decision making. You will distil significant amounts of quantitative and qualitative information from multiple sources to generate insights-based recommendations that help prioritize CX improvements. 

Bringing a human-centred mindset to this role, using real customer needs to guide how problems are framed, priorities are set, and solutions are shaped. Collaborating with Product Owners, Journey Owners, Experience Designers, Business SMEs, Marketing, Research, Voice of Customer and Data teams, you’ll embed CX insights early to shape initiatives that are prioritised, scoped, and delivered. You will align stakeholders around the right problems to solve and ensure solutions deliver exceptional experiences that meet AustralianSuper’s Customer Experience principles and support positive business outcomes.

Key duties include but are not limited to:

• Apply a Human-Centred mindset to ensure customer needs, motivations and pain points inform how problems are framed, priorities are set, and solutions are delivered. 

• Proactively investigate and define core experience problems and opportunities without relying on prescriptive briefs – using curiosity and critical thinking to assess the broader context. 

• Distil of significant amounts of quantitative and qualitive data sources into actionable insights and clear, compelling narratives – including onsite analytics, CRM data and VOC data.

• Create artefacts that build stakeholder understanding – such as insights reports, thematic summaries, recommendations, and high-quality presentations.

• Identify where CX focus can drive the greatest impact to customer and business impact, supporting prioritization decisions.

• Embed CX insights HCD thinking early, working with Journey Leads and delivery teams, including Product Owners, Business Analysts and UX, to provide actionable insights to help shape initiatives.

• Design and facilitate HCD/Design thinking workshops to uncover core experience problems, align stakeholders, and shape the right problems to solve – grounded in real customer needs and perspectives. 

• Communicate with confidence, clarity, and compelling storytelling to align stakeholders around shared CX priorities.

• Define meaningful experience measures and design fit-for-purpose measurement frameworks – establishing feedback loops to support continuous experience improvement. 

What you’ll need  

• 5+ years in a CX role or similar in a complex, matrixed organisation

• A strong human centred mindset – curiosity about customer goals, pain point, motivations, and the ability to keep those needs at the centre of framing problems, shaping priorities, and influencing decisions. 
• Excellent analytical and synthesis skills – ability to navigate complexity and distil into clear, focused direction.  

• Proven ability to shape experience-led initiatives that are scoped, prioritised, and delivered through cross functional teams. 

• Experience in synthesising disparate data sets (quantitative and qualitative) to produce insights and recommendations.

• Excellent communication and storytelling skills, with the ability to influence and align cross-functional stakeholders. 

• Experience in designing and facilitating Design Thinking & HCD workshops to uncover meaningful customer insights, align teams, and shape the right problems to solve.

• Firsthand experience applying HCD to produce core CX artefacts that drive alignment and measurable improvement – supporting shared understanding, prioritisation, and experience improvement. 

• Proven experience in creation of reporting/measurement frameworks and establishment of feedback loops to drive continuous improvement. 

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness, and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What’s Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required. 

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Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.