Take hold of a monster opportunity and join Australian Retirement Trust as our Customer Listening Lead. You'll help transform our Voice of Customer program into an enterprise-wide customer listening capability, connecting feedback, data and insights to improve experience and outcomes for our members.

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 Listening Lead, you'll play an important role in transforming our current Voice of Customer program into a world-class, enterprise-wide customer listening capability.

You'll bring together feedback from surveys, complaints, chat logs, call transcripts, reviews and operational data, helping our teams listen, learn and take meaningful action. You'll provide specialist expertise, align stakeholders and keep complex transformation work moving forward.

This is an opportunity to shape how customer feedback is captured, understood and used across Australian Retirement Trust. You'll influence program design, establish practical frameworks and help turn customer insights into better experiences and outcomes.

This role is a 12 month max-term opportunity due to parental leave and is ideally based in Brisbane but we would be open to candidates based in Sydney or Melbourne.

Responsibilities

Day to day, you'll:

- Lead the planning, rollout and delivery of workstreams supporting the Customer Listening Program transformation.
- Maintain delivery momentum through workstream stand-ups, progress tracking, issue resolution and transparent stakeholder communication.
- Develop and maintain program frameworks, delivery plans, governance materials and supporting documentation.
- Contribute to the design of surveys, real-time dashboards, data workflows and closed-loop feedback mechanisms.
- Help integrate structured and unstructured feedback from multiple customer touchpoints.
- Apply customer listening and Voice of Customer best practice to program design, measurement and operationalisation.
- Partner with Member, Adviser, Employer,



Technology and Data teams to support implementation.
- Create and deliver practical guides, FAQs and training sessions that encourage program adoption.
- Ensure customer listening activities meet regulatory, privacy, risk and governance obligations.
- Design, refine and document processes that support effective business and operational outcomes.

Qualifications It goes without saying you'll be a excellent 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 working with Voice of Customer programs or customer experience platforms e.g. Qualtrics.
- Your background includes implementing Voice of Customer programs or delivering large-scale transformation within a customer experience environment.
- You'll bring strong project management capability gained in complex, cross-functional environments.
- You're confident building relationships, influencing stakeholders and communicating with varied audiences.
- You can manage competing priorities under pressure while maintaining focus and delivery momentum.
- Your approach combines strong problem-solving skills with excellent attention to detail.
- You'll understand risk, compliance and regulatory requirements relevant to customer feedback or market research.
- You're experienced in applying sound data management, privacy and governance practices.
- You are passionate about turning customer feedback into improved experiences and outcomes.
- Your tertiary qualifications, or equivalent practical experience,



will support your success in the role.
- You'll ideally have experience in superannuation, financial services or another highly regulated industry.

A market research background including the design and implementation of longitudinal tracking programs would be highly desirable

About us

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now. Applications close Wednesday, 30 September 2026.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

Why join us

Bring your potential to Australian Retirement Trust and unleash our monster possibilities:

- You'll get 14% super as standard, to help your future come alive.
- Build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people. By applying, you agree to the use of these technologies as part of the recruitment process.

📌 Customer Listening Lead (Voice of Customer) (Brisbane)
🏢 Australian Retirement Trust
📍 Brisbane