Think banking is all about numbers? Think again.

At Credit Union SA, we’re all about people first - our members and their families, the communities we serve, and you. Who are our members? They are the people who trust us with their banking needs, and when they join us as a member, they become part of our thriving community.

For more than 65 years, we’ve delivered a fairer, smarter and more human alternative to traditional banks. A customer-owned banking organisation run by its members, for its members, with the purpose of helping South Australians thrive. At every stage of life, we see South Australians, because we're here too.

Our success is thanks to every one of our team members and the diverse thinking, collaboration and innovation they bring. That’s why we’re committed to creating a welcoming, inclusive workplace where everyone feels comfortable, valued and empowered to reach their full potential.

Want to make your contribution count with an innovative, purpose-driven organisation that supports you to thrive? Join us as an

Experience and Performance Lead

and experience the Credit Union SA difference.

Your opportunity As our

Experience and Performance Lead , you'll play a pivotal role in helping Credit Union SA understand what matters most to our members, monitor the performance of our Experience Department and turn insight into action. This is an exciting newly created role, initially offered on a 12 Month fixed-term basis, with the potential for ongoing opportunities as the role evolves and depending on future business needs.

Working closely with the Chief Experience Officer, you'll connect member feedback, business performance,



market intelligence and strategic priorities to support informed decision-making across the organisation. You'll help identify opportunities to improve member experience, engagement, retention and growth while ensuring key initiatives continue to move forward across the Experience Department.

This is a unique role that combines strategic thinking, research, analysis and coordination. You'll act as a trusted partner to the Chief Experience Officer, helping translate complex information into clear insights, recommendations and practical next steps. Whether you're preparing executive-ready reporting, investigating emerging opportunities, monitoring strategic priorities or supporting significant organisational initiatives, your work will help shape how we deliver value to members and communities.

You'll thrive in this role if you're naturally curious, highly organised and enjoy making sense of information to uncover opportunities and drive outcomes. You'll be comfortable working across teams, influencing without authority and balancing strategic thinking with a strong bias for action.

In this role, you will:

Partner with the Chief Experience Officer to coordinate priorities, commitments and strategic activities.

Collate performance reporting and translate results into clear insights, themes and areas requiring attention.

Connect member feedback, complaints,



experience measures and business data to identify opportunities and support informed decision-making.

Research member needs, market trends, competitor activity, emerging practices and current ideas to develop evidence-based recommendations, options and next steps.

Provide proactive support to the Chief Experience Officer through effective preparation of executive briefs, presentations, communications and follow-through on key commitments.

Monitor department priorities, actions, milestones, risks and dependencies, providing clear reporting on progress, performance and emerging issues.

Work across teams to maintain momentum, remove barriers and progress shared outcomes.

Anticipate issues and emerging needs, responding directly or escalating with context and potential solutions.

Use approved technologies, including AI, to enhance research, reporting, coordination and productivity.

Maintain confidentiality, accuracy and sound judgement when handling sensitive information.

Exceptional organisation, prioritisation and coordination skills.

Strong analytical and critical thinking capability, with the ability to identify meaningful insights, patterns and opportunities.

The ability to synthesise information and identify meaningful insights, patterns and implications.

Strong research capability and the ability to assess opportunities objectively.

The ability to translate broad ideas into structured options, recommendations and practical actions.

Excellent written and verbal communication skills, including the ability to prepare concise, engaging and executive-ready materials.

Strong initiative and confidence working with limited direction.

The ability to manage competing priori

📌 Experience & Performance Lead (Adelaide)
🏢 Credit Union
📍 Adelaide