VOC Analyst at AustralianSuper

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

VoC Program Management, Data Extracts, Qualtrics, Data Analysis, Reporting, Survey Design, Stakeholder Partnering, JIRA, Confluence, Data Storytelling, Excel, SQL, R, Python, NPS Analysis, Customer Effort

Industry

Financial Services

Description

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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members. Your New Role If you love digging into what people really think (and why), and you’re at your best when insights lead to real-world change, this role is for you. As our Voice of Customer (VoC) Analyst, you’ll turn member feedback into clear, practical recommendations that improve end-to-end experiences. Reporting to the Senior Manager, Voice of Customer, you’ll run the day-to-day VoC program, keep dashboards and reporting humming, and partner with teams across the Fund to help make the member journey simpler, smoother and more human. Duties and responsibilities include but are not limited to * Run the day-to-day VoC program so teams have timely, trustworthy insight they can act on. * Manage VoC data extracts, sample builds and quality checks—because great decisions start with clean data. * Build and maintain Qualtrics dashboards; set up stakeholder access, track adoption and spot opportunities to uplift reporting. * Analyse results (e.g., NPS, Customer Effort/Ease) to uncover what’s driving member sentiment—and what will move it. * Create clear reporting packs and scorecards that tell a story—so leaders know what to prioritise next. * Help shape smarter surveys and measurement (including ticketing/workflows) to keep the program modern, efficient and useful. * Partner with teams to answer ad-hoc questions, run small insight projects and improve key episodes and channels. * Be a go-to Qualtrics SME—supporting users with enablement, training and best practice so insights land well across the business. What You’ll Need * 3+ years’ experience in customer insights, market research (agency or in-house), customer analytics or reporting. * Hands-on experience with VoC / survey platforms (Qualtrics ideal; Medallia or InMoment also great). * Strong data-handling skills—extracting, cleaning and analysing datasets (Excel required; SQL/R/Python a plus). * Experience with JIRA, including tracking and managing BAU/Project activities * Ability to facilitate team stand-ups to ensure progress and alignment across projects and BAU tasks. * Ability to document processes clearly and effectively – experience with Confluence or other similar tools would be a plus! * A knack for turning data into a simple story—confident presenting insights to non-technical audiences. * Great organisation and attention to detail—you can juggle deadlines without dropping quality. * Experience in a regulated or service-based environment (financial services, utilities, telco) is helpful—but not essential. Qualifications * Tertiary qualification in a relevant discipline (e.g., Business, Commerce, Marketing, Economics, Data Science/Analytics). * Desirable: Qualtrics certification (or working towards). * Desirable: VoC / market research qualifications (e.g., QPMR, NPS accreditation). * Desirable: Financial services qualification (e.g., RG146). 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 If you’re passionate about creating better member experiences—and you love turning feedback into practical change—we’d like to hear from you. Please submit your CV and a short cover letter highlighting your VoC/insights experience and the tools you’ve used (e.g., Qualtrics, Excel, SQL, R or Python). If you’re coming from an agency background, tell us about a piece of work you’re proud of and the impact it had. AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy. https://www.australiansuper.com/careers/candidate-privacy-notice [https://mcas-proxyweb.mcas.ms/certificate-checker?login=false&originalUrl=https://www.australiansuper.com.mcas.ms/careers/candidate-privacy-notice?McasTsid=20892&McasCSRF=e015018d80db77b71e2ce8371cb84680b28e47595fffb22bc018867df9f45b89] Australian or New Zealand citizenship or Australian permanent residency status is required. 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.

Responsibilities

The Voice of Customer Analyst will manage the day-to-day VoC program, ensuring timely and trustworthy insights are available, while also handling data extracts, quality checks, and building/maintaining Qualtrics dashboards. They will analyze results like NPS and Customer Effort to uncover drivers of member sentiment and create clear reporting packs for leadership prioritization.