Customer Listening Lead (Voice of Customer)

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Customer Listening Lead, you’ll play an important role in transforming our current Voice of Customer program into a world-class, enterprise-wide customer listening capability.

You’ll bring together feedback from surveys, complaints, chat logs, call transcripts, reviews and operational data, helping our teams listen, learn and take meaningful action. You’ll provide specialist expertise, align stakeholders and keep complex transformation work moving forward.

This is an opportunity to shape how customer feedback is captured, understood and used across Australian Retirement Trust. You’ll influence program design, establish practical frameworks and help turn customer insights into better experiences and outcomes.

This role is a 12-month max-term / secondment opportunity due to parental leave and is ideally based in Brisbane, but we would be open to candidates based in Sydney or Melbourne.

Responsibilities

Day to day, you'll:

• Lead the planning, rollout and delivery of workstreams supporting the Customer Listening Program transformation.
• Maintain delivery momentum through workstream stand-ups, progress tracking, issue resolution and clear stakeholder communication.
• Develop and maintain program frameworks, delivery plans, governance materials and supporting documentation.
• Contribute to the design of surveys, real-time dashboards, data workflows and closed-loop feedback mechanisms.
• Help integrate structured and unstructured feedback from multiple customer touchpoints.
• Apply customer listening and Voice of Customer best practice to program design, measurement and operationalisation.
• Partner with Member, Adviser, Employer, Technology and Data teams to support implementation.
• Create and deliver practical guides, FAQs and training sessions that encourage program adoption.
• Ensure customer listening activities meet regulatory, privacy, risk and governance obligations.
• Design, refine and document processes that support effective business and operational outcomes.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have experience working with Voice of Customer programs or customer experience platforms e.g. Qualtrics.
• Your background includes implementing Voice of Customer programs or delivering large-scale transformation within a customer experience environment.
• You’ll bring strong project management capability gained in complex, cross-functional environments.
• You’re confident building relationships, influencing stakeholders and communicating with varied audiences.
• You can manage competing priorities under pressure while maintaining focus and delivery momentum.
• Your approach combines strong problem-solving skills with excellent attention to detail.
• You’ll understand risk, compliance and regulatory requirements relevant to customer feedback or market research.
• You’re experienced in applying sound data management, privacy and governance practices.
• You are passionate about turning customer feedback into improved experiences and outcomes.
• Your tertiary qualifications, or equivalent practical experience, will support your success in the role.
• You’ll ideally have experience in superannuation, financial services or another highly regulated industry.

A market research background including the design and implementation of longitudinal tracking programs would be highly desirable

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