Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders

Closing date: 23rd Feb 24. *

• New role with true MX focus
• Work with purpose - where it really matters!
• Hybrid working as standard

About Us

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support more than 1.9 million members, with around $70 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

About the Job

A new role with a true member experience focus  - build and deliver journey and service design. Bring your customer experience design tools knowledge and your ability to inspire and educate others across the organisation.

In this key specialist role within the Brand & Member Experience (MX) team, you’ll be working closely with and supporting the Head of MX- Acquire & Onboard to:

• Design the ‘super simple’ member experience across the critical ‘acquire and onboard’ phase of the member lifecycle, identifying both strategic and tactical opportunities for enhancement Bring a rich understanding of member and future member behaviors and data-driven insights to develop detailed member journey designs and specifications for the ‘acquire and onboard’ experience, using consistent design practices determined by the Head of Member Experience.
• Provide a sound understanding of martech and how this can be used to drive personalised experiences.
• Assist in driving CX capability and uplift across the wider organization.

Your expertise in CX and customer journey design will contribute to a wider team that is constantly striving to exceed expectations, and surprise and delight Rest members.

• Design and support the implementation of the future state member experience for the ‘Acquire and Onboard’ phase of the member lifecycle that aligns to our purpose of creating super our members love and our mission to make super simple.
• Though a sound understanding of Martech, design personalised member journeys though digital marketing channels and offline channel such as our contact centre.
• Understand intimately the attitudes, behaviours and preferences of future and joining Rest members, identifying pain points and opportunities to enhance their experience, and journey mapping the desired experience based on data-driven and observed member insights using standard tools and practices determined by the Head of Member Experience.
• Research and recommend tactical initiatives and priorities to enhance member experience to the Head of MX- Acquire & Onboard providing rationale backed by evidence and insights.
• Support the execution of a consistent member experience both directly and through coordinating and collaborating with teams across the organisation that deliver key aspects of the ‘acquire and onboard’ member experience (eg. Product, Digital, Service etc.) on their activities, providing guidance and direction as required.
• Understand and integrate the role of large and SME employers in the experience for future and new members and design an end to end member experience which considers and supports the unique role of the employer. 
• Adopt a consistent and repeatable approach to experience design and execution for the ‘acquire and onboard’ phase of the member experience, as defined by the Head of Member Experience.
• Contribute to a team culture that fosters personal accountability, the innovation required to pursue our mission and alignment to Rest values.

About You:

Your significant experience in CX and understanding of martech drives your passion and energy to deliver and bring others on the journey.  Your resilient, curious mindset ensures you  continuously strive to deliver the best for our Members - understanding the purpose and impact of your role.  Your operating style inspires performance within the team and creates strong stakeholder connections. 

Desired experience, understanding or credentials including:

• Demonstrated understanding of CX principles and practices with demonstrated performance in customer focused roles
• Tertiary qualifications in a relevant discipline and / or significant  equivalent experience in CX and / or strategic marketing, digital marketing and related disciplines
• Solid understanding of Martech and personalization techniques
• Ability to combine strategic thinking with pragmatic decision making and a preference for action to ensure progress over perfection in the pursuit of team goals
• Familiarity with financial services environment preferred but not essential
• Aptitude for and willingness to lead agile delivery methodologies with capacity to influence and guide others
• Innovate, test and learn as a fundamental way of operating
• Commercial acumen to effectively identify and act on growth opportunities
• Proven ability to work end-to-end across the member experience develop plans in consultation with key stakeholders.
• Strong stakeholder engagement, influencing and interpersonal skills
• Excellent verbal communication and presentation skills
• Proven ability to balance multiple projects, deadlines, and resource demands
• Natural leadership ability which inspires performance within your team 
• A team player with highly developed interpersonal skills 

Benefits

Our benefits have been designed so you can tailor your experience with us and include:

• Personal and professional development opportunities 
• Flexible, hybrid working – work to suit your lifestyle (must be based in Australia) 
• Purchase leave scheme and gender neutral 16 weeks paid parental leave 
• Super Contribution Continuation for 12 Months of parental leave 
• Meeting free breaks (Rest Stops) 
• Income Protection Insurance 
• Rest Excellence awards (peer recognition awards based on Rest’s values and behaviours) 

If you share our values, believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture, please click Apply Now.

Rest is committed to creating a flexible work environment and culture that embraces diversity, equity, and inclusion - where people feel welcome, safe to be themselves and inspired to do their best.

We value the different backgrounds, lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages, cultural backgrounds, faiths, gender identities, sexual orientations and thinking styles. This includes people with disability, neurodiverse individuals, Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks.

Please note only people with the right to work in Australia will be considered.

*Funds under management as at 31 December 2022. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.

Rest will review applications prior to the closing date and may close the role earlier