Workforce Strategy & Performance Lead

Be inspired everyday – let your work make a difference  #Superwithimpact

More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world.
HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members – and we are proud to serve them.

The opportunity – ‘Do what you love, and you’ll never work a day in your life’ #careerswithimpact 

Drive Service Excellence. Shape the Future of Member Experience.

We are seeking an inspiring and strategic Workforce Strategy & Performance Lead to join our team and play a pivotal role in transforming our outsourced Contact Centre operations. In this high-impact role, you will set the strategic direction for workforce planning, performance management, and technology enablement—ensuring our Contact Centre delivers outstanding service and aligns with HESTA’s long-term objectives.

Your day will see you:

• Lead the Design and Execution of Workforce Strategies: Optimise resource allocation and drive operational efficiency across all channels, ensuring we meet and exceed service level targets.
• Champion Technology Enablement: Own and evolve our Contact Centre technology platforms, including Amazon Connect, collaborating with partners to deliver measurable business value.
• Deliver Service Excellence: Oversee contact centre transformation initiatives, enhance member experience, and implement continuous improvement programs.
• Drive Data-Driven Performance: Leverage analytics to inform decision-making, anticipate trends, and drive innovation in service delivery.
• Collaborate and Influence: Work closely with stakeholders across HESTA, including Digital, Marketing, and Member Services, to deliver seamless, consistent customer journeys.

About you:

• Extensive experience in Contact Centre management within the superannuation or financial services industry
• Proven track record in leading customer-led initiatives and transformation projects
• Deep understanding of Contact Centre technologies and workforce planning
• Strong analytical, stakeholder management, and vendor management skills
• Experience in developing and executing process improvement strategies
• Expertise in regulated environments and human-centred design
• Ability to manage multiple priorities and deliver complex projects

Join HESTA and be at the forefront of shaping exceptional member experiences. If you are a strategic thinker with a passion for innovation and service excellence, we want to hear from you.

Benefits that matter and make a difference for our employees

• Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few!).
• Your Professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
• Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
• Your financial wellbeing matters, 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity. 
We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss. 

We’ll close applications when we find the right person, so get in quick before you miss this opportunity.

Please note: Applications via recruitment agencies will not be accepted for this position 
#LI-JS1