Job Description

Play a key role in shaping how we deliver a seamless experience for our members through insights that drive action.

About US
UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you.

Our Service & Experience division is recognised for performance excellence and for shaping the future of retirement for our members every day. As we continue to grow, so do the opportunities for you to challenge yourself, develop new skills, and make a real impact. Within this role your ideas are valued, your ambition is celebrated and your work genuinely matters.

The Opportunity
If you are the kind of leader who can turn data into decisions that genuinely change outcomes, this is a rare opportunity. As our Manager, Workforce Optimisation & Insights, you will sit at the centre of our Service & Experience (S&E) division, helping our frontline teams deliver an easier, more seamless experience for members through sharp forecasting, smart capacity planning, and insights that lead to action. You will build on a workforce planning function that is performing strongly and has momentum, then take it further.

The opportunity here is to elevate how we use insights across the business, lift capability, and help leaders see the story behind the numbers so they can act with confidence. In this role you will have direct exposure to senior leaders and a genuine opportunity to influence decisions at pace.

You will work closely with the Data Office, partner across the division, and lead a team of specialists, supporting their ongoing development, capability growth, and impact across the business.

In this role, you will:

• Lead short, medium and long-term workforce forecasting, capacity and resource planning across customer channels.
• Build and embed workforce management strategies that improve agility, productivity, and cost-to-serve outcomes.
• Translate complex data into clear insights, recommendations, and initiatives that leaders can act on.
• Lift the maturity of the insights function by shaping direction, improving storytelling, and linking insights to operational actions.
• Partner with the Data Office through established cadences to improve alignment, ways of working, and outcomes from shared data priorities.
• Lead and develop a team of workforce planning and insights specialists, building bench strength, cross-skilling, and a high engagement culture.

About you
You are an exceptional operator and leader who can move comfortably between strategy and detail. You know how to bring people with you, lift capability, and create clarity in complex environments. You are curious, action oriented, and have a strong instinct for what will genuinely improve service outcomes and operational performance.

Most importantly, you know how to turn insight into action. You can take a room of leaders from “here are the numbers” to what it means, the decision we need to make, and what we do next. You build trust through practical thinking, strong communication, and a clear focus on outcomes.

You will also bring:

• Proven people leadership experience, with a track record of coaching, developing, and uplifting capability in specialist teams.
• Strong data and insights background, including translating analysis into recommendations and actions at leadership level.
• Experience in workforce planning and workforce management, including forecasting, capacity planning, and resource modelling.
• Confidence with workforce management platforms and tools, ideally including Genesys Cloud CX and or workforce management software.
• Strong capability in business intelligence, dashboards and reporting, with the ability to simplify and communicate a clear narrative for different audiences.
• Pragmatic, outcomes-focused style with strong stakeholder management, influencing and negotiation skills.

What US offer
We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.

UniSuper’s high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include:

• A personal development budget of $1500 to support employees in their professional growth
• Community, Culture & Wellbeing leave
• Mental physical and financial well-being initiatives

At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements listed.

Think Great. Create Great.