About Us
UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia's largest super funds, the work you'll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you.
The Service & Experience (S&E) business unit brings together all member facing teams, with the ambition to deliver a consistently high quality, end to end service experience. Our service proposition is central to the UniSuper purpose - providing great retirement outcomes through easy, seamless, personalised interactions every time.
The Opportunity
Step into a dynamic role where strategy meets hands-on impact. As Service Knowledge Management Lead, you are a specialist who shapes how our frontline teams access, trust and use of knowledge every day. Your work will ensure our people have the clarity and confidence they need to deliver exceptional experiences for our members.
You'll lead the evolution of our knowledge framework, building governance processes and a forward-looking roadmap that balances today's operational needs with tomorrow's digital possibilities. From designing content structures to preparing for AI and other system integrations, you'll shape the future of how we manage, discover and use knowledge across the Service & Experience function.
Your work will include:
* Leading the 12-month knowledge roadmap, coordinating projects and resources whilst embedding sustainable ways of working
* Driving platform enhancements and preparing our knowledge ecosystem for emerging technologies including AI-assisted search and content delivery
* Building knowledge capability across teams through coaching, communities of practice and uplifting content owners and authors
* Getting hands-on with content quality, working alongside the Knowledge Consultant and Champions to create, review and audit knowledge articles
* Partnering with stakeholders across risk, quality, product and change teams to align knowledge practices with enterprise frameworks
* Measuring what matters through KPIs and insights that drive continuous improvement and inform strategic decisions
About You
You're a knowledge specialist who thrives at the intersection of strategy and execution. You understand that great knowledge management isn't just about organising information however it's also about empowering people, improving experiences and preparing for the future. You bring both the big-picture thinking to shape frameworks and the hands-on expertise to elevate content quality.
You're energised by collaboration and complexity. You can translate technical concepts for diverse audiences, influence without authority, and bring stakeholders along the journey.
Whether you're implementing new standards and practices, coaching and influencing content owners,, partnering with technology teams or contributing to digital transformation initiatives, you bring clarity, confidence and a relentless focus on quality.
You may not have every skill listed, but if the following resonates with you, you're likely a great fit:
* Demonstrated experience leading knowledge management strategy, frameworks and standards in operational or contact centre environments
* Strong understanding of knowledge platforms, taxonomy design, search optimisation and AI-enabled tools
* Proven project management capability, including coordinating multi-stream initiatives and managing competing priorities
* Expertise in content design, information architecture and writing for clarity and usability
* Experience partnering with operational stakeholders to align knowledge with risk, quality, capability and process frameworks
* Strong analytical skills using data, KPIs and content health metrics to inform decisions and drive improvement
* Ability to uplift capability across teams, including workforce planning and building communities of practice
* Excellent communication and stakeholder management skills with the confidence to influence across diverse teams
* Experience in superannuation, financial services or regulated environments (desirable)
What US offer
We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.
UniSuper's high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include:
* A personal development budget of $1500 to support employees in their professional growth
* Community, Culture & Wellbeing leave
* Mental physical and financial well-being initiatives
At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don't meet all the requirements listed.
Think Great. Create Great.