Keegan Adams are proud to partner with State Super – SAS Trustee Corporation to appoint a key leadership position, Head of Member Experience.
Reporting directly to the Chief Experience Officer , you'll play a key leadership role in shaping how more than 80,000 highly engaged members , experience their retirement journey while leading strategic initiatives that will influence the future direction of the function.
You'll be joining a well-established statutory authority managing approximately $38 billion in assets on behalf of over 80,000 members.
As a closed fund, State Super's focus is entirely on delivering exceptional service and outcomes for their members, creating a unique environment where trust, relationships and service excellence are at the heart of every decision.
About the Role As Head of Member Experience , you'll lead the strategy and delivery of member experience and engagement outcomes across the organisation.
Reporting to the Chief Experience Officer and leading a small team, you'll translate high-level experience strategy into practical, measurable initiatives, while overseeing end to end delivery of member experience, engagement programs and continuous improvement across every member touchpoint.
What You'll Do Lead delivery of member experience and engagement initiatives aligned to organisational strategy.
Identify innovative ways to improve member engagement and operational performance.
Analyse and translate feedback, complaints and service data to identify trends, risks and opportunities.
Drive continuous improvement across member touchpoints and service delivery models.




Manage outsourced service providers against agreed member experience objectives and governance frameworks Lead cross-functional projects that improve member outcomes.
Provide strategic and evidence-based advice and reporting to the CXO.
Lead, coach and develop your team to build a strong member-centric culture.
About You Proven experience in member/customer experience, engagement or service delivery leadership Customer service background in financial services; superannuation experience highly regarded Strong understanding of member-centric design, communications and service improvement Experience across member access channels (contact centre, digital, web) A track record of leading teams and cross-functional initiatives Comfortable working with data and insights to drive decisions Experience in complex, regulated or public sector environments is a plus Why Apply Opportunity to lead one of the organisation's most important strategic functions.
Genuine chance to influence organisational direction and leave a lasting legacy.
Collaborative executive leadership team that encourages fresh thinking and innovation.
This is a rare opportunity to lead member experience strategy at scale, within a highly respected, purpose-driven organisation that's shaping outcomes for tens of thousands of members across NSW.
Essential Requirements: Applicants must be Australian citizens or permanent residents and be willing to undergo a criminal record check.
Closing date for applications will be 24th July ****.
For a confidential discussion, please contact Aoife Kelly at Keegan Adams Recruitment via ************************, or apply now.
Consultant Aoife Kelly Recruitment Consultant ************ ************************ Reference number: ***** Profession:Superannuation Company: Keegan Adams Date posted: 10th Jul, ****

📌 Head Of Member Experience (New South Wales)
🏢 Keegan Adams
📍 New South Wales