Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.
We support more than two million members, with around $100 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.
The Head of Voice of the Customer (VOC) 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 leads and evolves the VOC strategy, member / employer research and insight ecosystem that captures, interprets and embeds member sentiment - leveraging research, data, analytics and feedback channels to drive actionable insights.
By championing a member‑led culture and partnering across product, marketing, service, workplace, digital and operations teams, the role ensures decisions are informed by clear, evidence‑based member insights, driving improved member experience, trust, engagement and long‑term member outcomes.
Key Accountabilities/Responsibilities
Lead Enterprise Voice of the Customer Strategy
- Develop and execute Rest’s enterprise-wide VOC strategy, ensuring the systematic and consistent capture of member and employer feedback across all channels.
- Establish and maintain a unified VOC framework that supports strategic planning, service design, and continuous improvement initiatives.
- Manage all VOC data pipelines, feedback systems, and measurement programs including NPS, CSAT, complaints analysis, survey programs, journey analytics and unstructured data capture.
- Expand listening programs across digital, contact centre, employer interactions, adviser networks, and emerging channels, in line with strategic priorities.
- Influence business owners to respond to VOC findings with meaningful action, tracking improvements against defined metrics.
Lead Member Research, Insights and Analytics
- Lead qualitative and quantitative research programs that uncover actionable insights about member needs, behaviours and pain points.
- Develop robust insight methodologies (e.g. segment analysis, journey diagnostics, sentiment analytics, behavioural insights) to support evidence‑based decision making across the organisation.
- Ensure insights are translated into practical recommendations that drive material improvement in member outcomes.
- Drive enterprise awareness of member needs through storytelling, dashboards, insights packs and strategic presentations.
Understand the Member Experience
- Across key member journeys, deeply understand the end-to-end member experience by channel and interaction type. Identify and monitor key metrics and feedback loops that allow the early identification of friction or poor experience.
- Highlight systemic issues and opportunities at both journey and strategic levels.
- Work closely with Strategy, DTD, Risk, Services, and Product teams to ensure member voice is embedded into decision-making, prioritization and delivery.
Lead Experience Design
- Map signature experiences aligned to strategic priorities to understand current state and future opportunities.
- Lead the experience design function working with business teams to evolve member experiences to meet the needs of member and employer audiences into the future.
Govern Insight Quality, Integrity and Compliance
- Ensure data accuracy, methodological rigour and compliance with privacy, regulatory and ethical standards across all VOC and research activities.
- Maintain measurement consistency across channels and journeys, ensuring comparability and high data integrity.
Build a High Performing Team
- Lead, coach, and develop a multidisciplinary team spanning research, insights, analytics, and CX measurement.
- Foster a culture of curiosity, evidence‑based thinking, accountability, and continuous learning.
