Description

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Customer Experience Analyst (known internally as a Member Experience Analyst), you'll combine research, design thinking, and analytical skills to help us better understand how members experience their interactions with Australian Retirement Trust.

You'll play a key role in representing the member voice across the organisation by uncovering member needs, behaviours, motivations, and pain points through a range of evidence sources including data and research. Working closely with stakeholders across the business, you'll synthesise insights from multiple sources, contribute to journey mapping and experience design activities, and help identify opportunities to improve experiences across the member lifecycle.

You'll work as part of a collaborative team that is focused on building a strong understanding of current and future member experiences. Through your research, storytelling, and stakeholder engagement skills, you'll help translate insight into action and contribute to strategic outcomes that support growth, operational efficiency, risk management, and member outcomes.

This role is ideal for someone with experience in customer research, service design, design research, UX research, CX, or human-centred design who enjoys solving complex problems and influencing positive change through evidence-based insights.

This role is a 12-month max-term/secondment opportunity due to parental leave and can based in Brisbane, Sydney or Melbourne.

Responsibilities

Day to day, you'll:

- Build and maintain journey maps, experience artefacts, visualisations, and touchpoint analysis that support member-centred decision making.
- Conduct and synthesise qualitative and quantitative research to understand member needs,



behaviours, and opportunities.
- Support service design and journey improvement initiatives through insight generation and collaborative problem solving.
- Analyse research, feedback, and performance data to identify trends, pain points, and experience improvement opportunities.
- Develop compelling narratives and recommendations that help stakeholders make informed decisions.
- Partner with cross-functional teams to embed member-centred thinking and improve member experience outcomes.
- Contribute to the ongoing development of experience frameworks, methodologies, and best practices.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

- You have experience in customer research, service design, design research, UX research, CX, or a related discipline.
- Your ability to synthesise qualitative and quantitative data enables you to uncover meaningful insights and opportunities.
- You'll have experience planning, conducting, and communicating research findings to a variety of stakeholders.
- You're confident applying human-centred design, design thinking, journey mapping, or service design methodologies.
- You can translate complex research and data into clear, actionable recommendations.
- Your stakeholder engagement skills allow you to influence and collaborate across diverse teams.
- You'll be comfortable navigating ambiguity and solving complex problems using structured approaches.
- You're passionate about improving customer experiences and delivering outcomes that make a genuine difference.
- You have experience working within financial services, consulting, qualified services, or another complex environment.

📌 Member Experience Analyst (Brisbane)
🏢 Australia Retirement Trust
📍 Brisbane