Member Experience Analyst

Take hold of a monster opportunity and join Australian Retirement Trust as our Customer Experience Analyst. You'll bring the member voice to life through customer insights, design thinking and journey analysis. Working within Member Strategy and Performance, you'll uncover member needs, translate research into actionable recommendations, and help shape experiences that deliver better outcomes for our members and the business.

This is an exciting opportunity for someone with a user research, design, or customer experience background who is passionate about turning insights into meaningful change at scale.

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 Experience Analyst (known internally as a Member Experience Analyst), you'll combine research, design thinking, and analytical skills to help us better understand how members experience their interactions with Australian Retirement Trust.

You’ll play a key role in representing the member voice across the organisation by uncovering member needs, behaviours, motivations, and pain points through a range of evidence sources including data and research. Working closely with stakeholders across the business, you’ll synthesise insights from multiple sources, contribute to journey mapping and experience design activities, and help identify opportunities to improve experiences across the member lifecycle.

You’ll work as part of a collaborative team that is focused on building a strong understanding of current and future member experiences. Through your research, storytelling, and stakeholder engagement skills, you’ll help translate insight into action and contribute to strategic outcomes that support growth, operational efficiency, risk management, and member outcomes.

This role is ideal for someone with experience in customer research, service design, design research, UX research, CX, or human-centred design who enjoys solving complex problems and influencing positive change through evidence-based insights.

This role is a 12-month max-term/secondment opportunity due to parental leave and can based in Brisbane, Sydney or Melbourne.

Responsibilities

Day to day, you'll:

• Build and maintain journey maps, experience artefacts, visualisations, and touchpoint analysis that support member-centred decision making.
• Conduct and synthesise qualitative and quantitative research to understand member needs, behaviours, and opportunities.
• Support service design and journey improvement initiatives through insight generation and collaborative problem solving.
• Analyse research, feedback, and performance data to identify trends, pain points, and experience improvement opportunities.
• Develop compelling narratives and recommendations that help stakeholders make informed decisions.
• Partner with cross-functional teams to embed member-centred thinking and improve member experience outcomes.
• Contribute to the ongoing development of experience frameworks, methodologies, and best practices.

Qualifications

It goes without saying you'll be a great 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 in customer research, service design, design research, UX research, CX, or a related discipline.
• Your ability to synthesise qualitative and quantitative data enables you to uncover meaningful insights and opportunities.
• You'll have experience planning, conducting, and communicating research findings to a variety of stakeholders.
• You're confident applying human-centred design, design thinking, journey mapping, or service design methodologies.
• You can translate complex research and data into clear, actionable recommendations.
• Your stakeholder engagement skills allow you to influence and collaborate across diverse teams.
• You'll be comfortable navigating ambiguity and solving complex problems using structured approaches.
• You're passionate about improving customer experiences and delivering outcomes that make a genuine difference.
• You have experience working within financial services, consulting, professional services, or another complex environment.

About us

Our 2.4 million members trust us to take care of over $330 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.

Applications close Sunday, 9 August 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.

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