Senior Experience Analyst/Specialist

Careers with Impact

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.

Bring your authentic and passionate self to this exceptional role #careerswithimpact

Are you a passionate Senior Experience Analyst/Specialist looking to make a meaningful difference? Join our highly engaged and collaborative Member Service Transformation team, where you’ll play a pivotal role in shaping and delivering a member-centric experience strategy. You will harness the power of digital platforms to manage, measure and report on campaign performance, Voice of Member insights, brand and experience tracking, and transactional data – all to optimise activities that put members first.

This strategic position is designed to unify and strengthen our data/analytics within the Experience team, foster growth, efficiency and effective partnerships within the organisation and with our administrator GROW Inc.

What You’ll Do

Reporting to the Member Experience Manager, you will collaborate across experience, marketing, product, business teams and external stakeholders – to deliver insights that shape decision-making and drive meaningful change.

Experience Data

• Oversee member experience data quality, governance, and synthesis for business reporting.
• Partner with Experience teams to define and prioritise data requirements.

Experience Analysis

• Identify key processes and metrics to track interactions, Voice of Member insights and transactional outcomes - measuring business ROI and member value.
• Develop, implement and report on Experience initiatives, digital solutions and post-implementation results.

Continuous Improvement

• Identify opportunities to automate and streamline reporting processes.
• Assess and apply propensity models and other insight-driven initiatives.
• Support campaign journey mapping and forecasting activities.

Organisational Support

• Partner with stakeholders, SMEs and leaders to understand findings and insights.
• Create and deliver training materials for member behavioral data and experience data to uplift data usage across the organisation.
• Collaborate with leaders on messaging, insights and recommendations that help drive cultural change toward a more member-centric organisation.

What You’ll Bring

• Demonstrated experience in a similar senior experience analyst/specialist role, ideally within superannuation or financial services.
• Experience in marketing/operational data analytics; analytical and quantitative analysis; market research techniques.
• Proficiency and experience with digital marketing analytics tools; ideally Adobe Customer Data Platform (CDP), Adobe Journey Optimizer (AJO) and Customer Journey Analytics (CJA).
• A sharp ability to translate complex technical insights into clear, meaningful narratives for non-technical audiences/stakeholders.
• Excellent stakeholder engagement and communication skills (verbal, written and presentation).
• Tertiary qualifications in business, commerce, marketing, analytics, or a related discipline.

Ready to turn your experience data and analytical expertise into purpose-driven impact? We would love to hear from you – Apply now!

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, up to 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.

Please note: Applications via recruitment agencies will not be accepted for this position.