Manager, Service Experience & AI

About UniSuper

UniSuper is committed to empowering skilled professionals to think innovatively and deliver outstanding retirement outcomes to its members. With a strong foundation in the university sector, UniSuper is an inclusive environment where forward-thinking Australians collaborate. Known for a successful track record and an exceptional workplace culture in superannuation, UniSuper embodies values such as genuine care, collective effort, and a passion for delivering results in all endeavors.

Role Overview

The Service Experience & AI Manager oversees UniSuper’s corporate application portfolio, including Oracle, ServiceNow, Microsoft, and more than 40 other business applications. This role is responsible for promoting practical AI integration to enhance business processes and workflows across the organization, working closely with Managed Service Providers and suppliers. Responsibilities include managing application roadmaps, intake for new demands, rationalizing the extensive application landscape to reduce costs and complexity, and handling vendor and licensing arrangements to maximize technology investments. This position leads the phase of AI adoption and application transformation to improve work experiences throughout UniSuper.

Key Responsibilities

• Guide the corporate application portfolio covering Oracle, ServiceNow, Microsoft, and additional applications.
• Oversee demand intake processes and prioritize application roadmaps jointly with business stakeholders and Product Owners.
• Champion adoption of AI tools such as Copilot and AI agents, ensuring their value is tracked and measured.
• Lead initiatives for application rationalization aimed at reducing expenses, risks, and system complexity.
• Manage vendor relationships, license agreements, and commercial contracts related to applications and AI tools.
• Mentor and develop a high-performing team that emphasizes collaboration and continuous improvement.

Candidate Profile

• Minimum of 8 years' leadership experience in corporate applications, AI/digital enablement, or workplace technology teams.
• Demonstrated ability to drive AI or Copilot adoption and deliver quantifiable business benefits.
• Expertise in application lifecycle management, demand management, and roadmap execution.
• Experience in managing vendor partnerships, licensing, and commercial technology contracts.
• Strong business architecture capabilities to convert business requirements into capability, process, and platform designs.
• Excellent analytical, problem-solving aptitude and communication skills, with a results-oriented mindset.

Benefits

• Commitment of 60% office presence to foster collaboration.
• Generous 17% superannuation contributions.
• Annual development allowance of $1,500.
• 20 weeks paid parental leave.
• Eligibility for long-service leave starting at 5 years tenure.

Diversity & Inclusion

UniSuper values diverse perspectives, backgrounds, and abilities, which are essential for delivering outstanding retirement solutions. Applicants are encouraged to apply even if they do not meet every listed requirement, aligning with their personal career goals.