Service Capability & Standards Consultant

• Work in a flexible team model with real ownership and impact
• Deliver end to end work across learning, knowledge and quality management
• Influence how capability and standards are built and embedded

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.

Our Service & Experience division is recognised for performance excellence and for shaping the future of retirement for our members every day. As we continue to grow, so do the opportunities for you to challenge yourself, develop new skills, and make a real impact. Within this role your ideas are valued, your ambition is celebrated and your work genuinely matters.

The Opportunity
This is a hands-on, end-to-end delivery role for someone who enjoys variety, ownership and real impact. You will work across service learning, knowledge and an emerging quality management discipline, helping to lift capability, reduce risk, and drive greater member experiences across a complex service environment.

The team is evolving to a more flexible execution pool model, designed to reduce key person dependency and enable faster, more aligned delivery. You will lean into your core strength/discipline, but also work across the broader capability and standards service offering as priorities shift. This includes responding to peak induction periods, contributing to strategic initiatives, and taking ownership of work that brings learning, knowledge and quality management together rather than operating in silos.

Depending on your strengths and experience, you might be:

• designing and delivering engaging learning experiences and induction programs
• improving knowledge content, findability and governance within our knowledge platform
• supporting quality frameworks, conducting calibration sessions and driving consistent service standards across quality assurance teams

In addition, you will:

• Own work end-to-end across BAU and change, from discovery and design through to delivery, embedment and adoption
• Partner with specialists, operational leaders and SMEs to shape scope, align approaches and deliver fit for purpose solutions
• Use data, insights and feedback to continuously improve assets, tools and ways of working
• Strengthen governance by applying agreed processes and risk controls, ensuring outputs are consistent, measurable and sustainable
• Contribute to knowledge platform and experience uplift, including supporting evolving technology, automation and AI enabled capability

About you
You bring strong capability in one of the core disciplines of learning, knowledge or quality management, and you are comfortable stepping beyond it. You don't need to be an expert in everything, but you are curious, adaptable and open to flexing across different types of work as priorities shift. You turn ideas into well-executed outcomes.

You are practical, organised, delivery focused and comfortable working end-to-end. You can take a piece of work, shape it, move it forward and see it through, while keeping people aligned along the way. You are also confident facilitating conversations, contributing ideas, and turning standards or concepts into simple, usable outputs that land in the business.

You'll likely bring:

• Deep expertise in one discipline, learning, knowledge or quality management, with the ability to work across others as demand shifts
• Proven end-to-end delivery from problem definition through to implementation and embedment into BAU
• Strong planning and prioritisation across multiple workstreams, with clear visibility of progress, risks and outcomes
• Strong analytical and problem solving skills, using data and feedback to evaluate effectiveness and drive continuous improvement
• Confidence in influencing and facilitating, with the ability to engage stakeholders, run training sessions and support capability uplift without formal authority
• Strong digital literacy, comfortable with Microsoft 365 and evolving tools, including AI, and able to quickly adapt to new systems

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.