Total 3 job vacancies by Rest

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.

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 Service Provider Management, Investments, leads the investment function delivery for vendor relationship management, commercial renewals, renegotiations and invoicing, procurement & project team vendor support, and regulatory compliance. The role works for Rest members and achieves outstanding internal and external relationships with Rest colleagues and service providers, and achieves world class vendor management, including cost savings in members best financial interests.

Reporting to the General manager, Investment Governance, this role leads and coordinates the service provider management and Know Your Customer (KYC) counterparty team. The role takes an active approach to managing the relationships with the investment team service providers and vendors, builds and implements the processes and structures to achieve world class service provider and vendor management, and ensures compliance to Rest’s centrally developed service provider management policies and guides.

• Lead, manage and inspire the Service Provider Management and KYC counterparty team, supporting planning, prioritisation, process improvement and innovation, capacity, capability, high performance, collaboration and partnering.  
• Provide service provider management and procurement expertise, working with business owners and leads, subject matter experts (SMEs), project teams, and supporting the general manager, investment governance.
• Lead key service provider and vendor relationships, including commercial negotiations, in partnership with the business owner or business lead and SMEs & Procurement, communicating achievements, challenges and ongoing management outcomes
• Lead the implementation of Rest’s service provider management policies and procedures within investments, including those related to CPS230 compliance including due diligence and ongoing governance, and any other relevant regulatory and legislative obligations, and Rest’s strategic objectives. 
• Achieve vendor cost reductions and track financial metrics, working closely with the Finance to secure competitive commercial outcomes, support investment cost forecasting, and demonstrate measurable member best financial interest value.
• Prepare and present the required and appropriate reporting to the management investment leadership team, the management investment risk committee and any other relevant governance reporting to support business outcomes.

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 Service Provider Manager, Investments, is part of a small high performing service provider team covering vendor relationship management, commercial renewals, renegotiations and invoicing, procurement & project team vendor support, and regulatory compliance. The role works for Rest members and achieves outstanding internal and external relationships with Rest colleagues and service providers, and achieves world class vendor management, including cost savings in members best financial interests.

Reporting to the Head of Service Provider Management, Investments, this role takes an active approach to managing the relationships across the investment team service providers and vendors. The role supports the Investments function’s service provider and vendor management capability, to enable Rest Investments to become world class. Critically, this role will ensure compliance to Rest’s centrally developed service provider management policies and guides.

• Build effective relationships with Rest’s material service providers, non material service providers, and other vendors to ensure services are meeting the required standards and Rest is achieving value for money.
• Build effective relationships and communicate well with the Investment team Business Owners, Business,Technology and Data Leads, and other key subject matter experts and users to ensure ongoing services are maintained and the investments function is ready to undergo contract renewals, and re-negotiations.
• Determine service levels for the Service providers within the remit, working with the Business owners to agree the key performance indicators and run governance to review and report on service providers adherence
• Work closely with the Rest Procurement and Supplier Governance team, supporting the implementation of the Rest Supplier Governance policies, and guidelines across vendors, including those related to CPS230 regulatory compliance.
• Drive both healthy vendor relationships and cost savings on behalf of Rest’s members, tracking spend, being across invoicing, user licences, and work closely with the Investment Finance Partnering team to ensure costs and cost savings are budgeted for and forecasted.
• Apply innovative solutions to the overall management of investment service providers, working with the Service Provider team and outside of the team to achieve results, this includes service provider due diligence.
• Lead or participate in any other tasks which help support the Investments function better manager service providers and other vendors.