Head Of Voice Of Customer

Rest Industry Super

Sydney, Australia
On-site
Enterprise voice of customer strategy
Member research and insights leadership
Voc data pipelines and feedback systems
The Head of Voice of the Customer is responsible for leading and embedding the organisation’s understanding of member needs, expectations and experiences across the end-to-end superannuation journey

Job Summary

  • The Head of Voice of the Customer is responsible for leading and embedding the organisation’s understanding of member needs, expectations and experiences across the end-to-end superannuation journey.
  • The role includes developing and executing an enterprise-wide VOC strategy, managing research and analytics, and partnering across teams to drive improved member experience, trust, engagement, and long-term outcomes.
  • Benefits include personal and professional development opportunities, hybrid working, gender neutral 16 weeks paid parental leave, super contribution continuation during parental leave, and recognition awards aligned with company values.

Matching Summary

The Head of Voice of the Customer is responsible for leading and embedding the organisation’s understanding of member needs, expectations and experiences across the end-to-end superannuation journey.

Skills & Requirements

Must-have

  • Enterprise Voice of Customer strategy
  • Member research and insights leadership
  • VOC data pipelines and feedback systems
  • Customer experience measurement frameworks
  • Stakeholder management and influence
  • Financial services expertise
  • Team leadership and development

Nice-to-have

  • Human centred design leadership
  • Collaborative leadership skills
  • Evidence-based decision making
  • Storytelling and strategic presentations
  • Resilience and prioritisation
  • Culture of curiosity and continuous learning

Key Requirements

  • Relevant Marketing, Business, Commerce or Finance degree or equivalent
  • Experience within superannuation or financial services
  • Proven strategic and commercial acumen
  • Demonstrated success in VOC framework implementation
  • Experience managing senior stakeholders
  • Right to work in Australia

Work Rights

Right to work in Australia required

Tailored Resume

Cover Letter