Member Insights Manager
Rest
  • locationSydney, NSW
  • salaryNot disclosed
  • full-time 22 January 2021
  • locationSydney, NSW
  • salaryNot disclosed
  • full-time
Job Description

Where your expertise will have purpose
Leading Industry Fund
Flexible working options as standard

Be a champion of our members. Enjoy flexible work arrangements with great health and wellbeing programs.

About Us
As one of Australia’s largest profit-to member superannuation funds, our mission is to help our members achieve their personal best retirement outcomes. Rest supports over 200,000 contributing employers, around 1.7 million members and has more than $54 billion of funds under management.

Culture
Our team at Rest enjoy a positive culture built around our core values “The Rest Effect”. We seek excellence in everything we do, are dynamic and innovative in the way we work, are always accountable, we are champions of our members and we succeed together.

About the Job
Where the member is the priority and as a passionate customer experience professional who listens to solicited and unsolicited sources of feedback and delivers actionable insights to improve the member experience.


Key responsibilities include:

Administration of the Maritz/In Moment platform and the support for 250 plus Rest users business and partner wide
Identifying, analysing and interpreting trends, patterns and stories told by the data and its sources
Manage the development of actionable insights and recommendations that support the business
Partner and support the business to conduct root cause analysis to solve complex problems and shine the light on what needs to be prioritised and actioned
Provide support to initiatives/projects/teams to deliver business cases for customer experience initiatives
Conduct in-depth analysis on customer behavioural trends
Partner with Data and Analytics team to introduce broader data sources to support key customer experience initiatives
Evaluate, monitor and improve effectiveness of existing data sources, tools and services used by the Insights team
Ensuring data integrity, accuracy, security and data confidentiality in data provided to stakeholders, as well as ensuring all data complies with legal regulations for optimal customer experience
Work co-operatively within a team, exchanging information and assisting other team members to achieve team objectives and work on continually improving outcomes
Deliver monthly and quarterly management reports that give the business and Board greater awareness and insights into the ‘hearts and minds’ of our customers.


About You:

You’re a data detective, a curious data storyteller whose initiatives lead to a greater member experience. You are a natural champion for our members, with a depth of understanding and ability to advocate across a broad range of stakeholders and partners.

Required experience, or understanding including:

Bachelor’s degree or appropriate tertiary qualifications in business or similar discipline
5 years of Analyst, Data and Insights roles within a Customer Experience Team
Extensive experience in compiling and analysing customer data to understand cause and effect relationships
Understanding and experience of engaging different audiences with your message
Creative, strategic thinker with strong problem-solving skills
Continually seeks opportunities to increase customer satisfaction and deepen relationships
High level proficiency in Word, Excel and Power Point
Experience in one of the following Customer Feedback Software Platforms such as Maritz, Medallia or Qualtrics
Proficiency in Tableau.

At Rest we believe that everyone has the power to make a difference and we offer an inclusive and diverse environment that values the qualities and backgrounds that our people bring to the team. We encourage open and diverse thinking, collaboration, innovation and high performance.

Benefits
We value and support our team members by offering a great range of benefits, including but not limited to;
flexible work environment
an open plan and modern office
health and wellbeing programs
tailored development plans to support you to achieve your personal best career outcome
If this sounds like you, apply now by submitting your resume and an optional covering letter summarising your experience and outlining why you are interested in the role or email careers@rest.com.au
To learn more about your next opportunity at Rest visit www.rest.com.au/about-rest/careers
Please note only people with the right to work in Australia will be considered.

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About

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

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About Rest

Rest was established in 1988, and now supports over 200,000 contributing employers, around 1.7 million members and has more than $54 billion of funds under management (as at 30 June 2020). Product issued by Retail Employees Superannuation Pty Limite

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Member Insights Manager

  • Job Details:
    Not disclosed AUD
    Sydney, NSW, Full time
  • Key Dates:
    22 January 2021
    Last 5 days to apply
  • Industry:
    Superannuation and Insurance
  • Insights:
    0 Applicants
    1 Views
Job Description

Where your expertise will have purpose
Leading Industry Fund
Flexible working options as standard

Be a champion of our members. Enjoy flexible work arrangements with great health and wellbeing programs.

About Us
As one of Australia’s largest profit-to member superannuation funds, our mission is to help our members achieve their personal best retirement outcomes. Rest supports over 200,000 contributing employers, around 1.7 million members and has more than $54 billion of funds under management.

Culture
Our team at Rest enjoy a positive culture built around our core values “The Rest Effect”. We seek excellence in everything we do, are dynamic and innovative in the way we work, are always accountable, we are champions of our members and we succeed together.

About the Job
Where the member is the priority and as a passionate customer experience professional who listens to solicited and unsolicited sources of feedback and delivers actionable insights to improve the member experience.


Key responsibilities include:

Administration of the Maritz/In Moment platform and the support for 250 plus Rest users business and partner wide
Identifying, analysing and interpreting trends, patterns and stories told by the data and its sources
Manage the development of actionable insights and recommendations that support the business
Partner and support the business to conduct root cause analysis to solve complex problems and shine the light on what needs to be prioritised and actioned
Provide support to initiatives/projects/teams to deliver business cases for customer experience initiatives
Conduct in-depth analysis on customer behavioural trends
Partner with Data and Analytics team to introduce broader data sources to support key customer experience initiatives
Evaluate, monitor and improve effectiveness of existing data sources, tools and services used by the Insights team
Ensuring data integrity, accuracy, security and data confidentiality in data provided to stakeholders, as well as ensuring all data complies with legal regulations for optimal customer experience
Work co-operatively within a team, exchanging information and assisting other team members to achieve team objectives and work on continually improving outcomes
Deliver monthly and quarterly management reports that give the business and Board greater awareness and insights into the ‘hearts and minds’ of our customers.


About You:

You’re a data detective, a curious data storyteller whose initiatives lead to a greater member experience. You are a natural champion for our members, with a depth of understanding and ability to advocate across a broad range of stakeholders and partners.

Required experience, or understanding including:

Bachelor’s degree or appropriate tertiary qualifications in business or similar discipline
5 years of Analyst, Data and Insights roles within a Customer Experience Team
Extensive experience in compiling and analysing customer data to understand cause and effect relationships
Understanding and experience of engaging different audiences with your message
Creative, strategic thinker with strong problem-solving skills
Continually seeks opportunities to increase customer satisfaction and deepen relationships
High level proficiency in Word, Excel and Power Point
Experience in one of the following Customer Feedback Software Platforms such as Maritz, Medallia or Qualtrics
Proficiency in Tableau.

At Rest we believe that everyone has the power to make a difference and we offer an inclusive and diverse environment that values the qualities and backgrounds that our people bring to the team. We encourage open and diverse thinking, collaboration, innovation and high performance.

Benefits
We value and support our team members by offering a great range of benefits, including but not limited to;
flexible work environment
an open plan and modern office
health and wellbeing programs
tailored development plans to support you to achieve your personal best career outcome
If this sounds like you, apply now by submitting your resume and an optional covering letter summarising your experience and outlining why you are interested in the role or email careers@rest.com.au
To learn more about your next opportunity at Rest visit www.rest.com.au/about-rest/careers
Please note only people with the right to work in Australia will be considered.


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