Job 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.

Help shape and deliver service improvements that make it easier for members, advisers, employers, and colleagues to do business with AustralianSuper.

Reporting to the Senior Manager, Service Improvement, you will identify, shape, and deliver improvements across complex service environments. You will work with operational teams, digital and technology, risk, and other business stakeholders to understand service challenges, assess impacts, develop improvement opportunities that deliver meaningful outcomes. This is a hands-on role where you lead initiatives from discovery and assessment through to implementation, embedding and benefits realisation. In some cases, you will lead delivery directly, in others, you will identify the most appropriate pathway to resolution and work with the relevant teams to progress outcomes, remaining accountable for driving momentum and ensuring improvements are successfully delivered.

This role is ideal for someone who is curious, structured, and commercially minded. You will be comfortable working with data, customer feedback and operational insight, but equally able to translate that into practical recommendations, stakeholder commitment, and sustainable change. You do not need to be a technical expert in every process or system, but you do need to be able to understand complex issues, ask the right questions, and keep improvement activity moving through to action and outcomes.

Service Improvement sits within the Service Delivery department, partnering with teams responsible for supporting members, advisers, and employers across core service experiences. The team works across these areas to understand service challenges, identify opportunities and deliver improvements that enhance customer outcomes, operational efficiency and risk management.

Your New Role

You will work across Service Delivery and with partners across the Fund to understand what is driving service friction, complaints, repeat demand, inefficiency, and poor member, adviser, employer, or colleague experience. You will help translate those insights into clear problem statements and improvement opportunities, delivery plans, and measurable outcomes.

You will play an important role in connecting teams, bringing structure to ambiguous or complex problems, and ensuring the right people are involved at the right time. This includes supporting discovery, requirements gathering, process mapping, prioritisation, change readiness, implementation, benefit tracking and embedding improvements into the business.

Key duties include but are not limited to;

• Identify, assess, and prioritise service pain points using operational data, customer feedback, complaints, incident trends, stakeholder insights, and business context, developing clear problem statements.

• Build a strong understanding of member, adviser, and employer journeys, including where service issues cut across teams, systems, processes, and ownership boundaries.

• Work with operational, digital, technology, risk, compliance, complaints, change and service teams to shape practical, sustainable improvement options.

• Document current state and future state processes, requirements, dependencies, and controls to support solution design and delivery.

• Coordinate improvement initiatives from discovery through to implementation, embedding and benefits realisation, collaborating with stakeholders to prioritise opportunities based on customer, operational, risk and business outcomes.

• Influence stakeholders to agree actions, owners, delivery pathways, and timeframes, including where ownership sits outside Service Delivery.

• Support change readiness, training, communication, and adoption so improvements are embedded into BAU rather than treated as one-off fixes.

• Contribute to governance, reporting, risk assessment, and portfolio visibility across Service Improvement activity.

What You’ll Need

• Experience leading service improvement, operational improvement, business transformation, customer experience or change initiatives from discovery through to implementation and benefit realisation.

• Strong service, operations, or customer-facing business experience, ideally within superannuation or financial services.

• Strong analytical and critical thinking skills, with the ability to use data, stakeholder insight and business context to identify opportunities, assess impacts and recommend solutions.

• Experience documenting requirements, current and future state processes, customer or colleague journeys, dependencies, and implementation considerations.

• Strong stakeholder engagement and influencing skills, including the ability to work through ambiguity and drive outcomes where ownership is shared or sits across multiple teams.

• Sound judgement, curiosity, and business acumen, with the ability to balance customer experience, operational efficiency, risk, cost and delivery feasibility.

• Confidence using CRM, workflow, reporting and work management tools such as Microsoft CRM, Jira or similar platforms.

• Change management, benefits realisation, service design, Lean/Six Sigma, Agile or human-centred design experience will be highly regarded.

• RG146, superannuation or financial services knowledge will be highly regarded.

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

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

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

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.