Head of Member Experience

About the role

The Head of Member Experience will report to the Chief Experience Officer and lead the strategy and delivery of member experience across State Super’s portfolio of over 80,000 members. This senior role shapes how members engage with their retirement journey and drives continuous improvement of every touch‑point.

Key responsibilities

• Lead the design and execution of member experience and engagement initiatives aligned with organisational strategy.
• Analyse feedback, complaints and service data to surface trends, risks and opportunities.
• Manage outsourced service providers against defined experience objectives and governance frameworks.
• Drive cross‑functional projects that improve member outcomes and operational performance.
• Provide strategic, evidence‑based advice and reporting to the CXO.
• Coach and develop a small team to embed a strong member‑centric culture.

Required profile

• Proven leadership experience in member or customer experience, engagement or service delivery.
• Background in financial services, preferably superannuation.
• Strong understanding of member‑centric design, communications and service improvement.
• Experience managing teams and cross‑functional initiatives.
• Comfortable working with data and insights to inform decisions.
• Experience in regulated or public‑sector environments is a plus.

Required skills

What we offer

• Opportunity to lead a strategic function within a purpose‑driven statutory authority.
• Influence organisational direction and leave a lasting legacy.
• Collaborative executive leadership team that encourages innovation.