Member Experience Manager

Full job description
Be inspired everyday – let your work make a difference #Superwithimpact


More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world.
HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members – and we are proud to serve them.


The opportunity – ‘Do what you love, and you’ll never work a day in your life’ #careerswithimpact


Transform Customer Insights into Action


Are you passionate about delivering exceptional member experiences in the superannuation industry?

Do you have a proven track record in end to end market research and customer insights?


We're seeking an experienced Member Experience Manager to lead our Member Experience (MX) Program at HESTA. This is an opportunity to make a real difference in how we serve and understand our members.


What You'll Do:

Lead and evolve our Member Experience Program
Drive strategic research initiatives and brand tracking
Transform member insights into tangible member experience improvements
Build and maintain relationships with key internal and external stakeholders (incl. research partners)
Embed a member-centric culture across the organisation

About you:

Bring deep expertise in research design and execution of large-scale customer experience programs
You have worked within a superannuation fund or for a market research agency assisting superannuation clients
You are an inspiring team leader who can influence senior stakeholders
Have successfully managed Voice of Customer programs and insights communities
Possess strong analytical skills with the ability to translate complex data into actionable insights

Essential:

Tertiary qualification in Business/Commerce/Marketing or related field
Proven track record in market research and customer experience
Strong leadership and stakeholder management skills
Excellence in research design and execution

If you're ready to shape the future of member experience in superannuation and lead a dynamic insights program, we want to hear from you.


Benefits that matter and make a difference for our employees

Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few!).
Your Professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
Your financial wellbeing matters, 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.


We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss.


We’ll close applications when we find the right person, so get in quick before you miss this opportunity.


Please note: Applications via recruitment agencies will not be accepted for this position