UniSuper has announced the appointment of Lee Scales, the current executive manager of member and people services, to the role of chief customer officer (CCO).
Scales would be responsible for the management of the fund’s customer experience initiatives, member services and the employer relationships function.
Chief executive office of UniSuper, Kevin O’Sullivan, said he was delighted to have Scales join the team in that role given her focus on the link between employee engagement and exceptional service.
“Her strong leadership skills, extensive understanding of our member base and passion for creating an exceptional member and employer experience stand her in good stead to be successful in this role,” said O’Sullivan.
O’Sullivan said customer experience was UniSuper’s core focus, and the introduction of the new business unit has reflected the ongoing importance of quality service for their growing member base.
“Demand for financial advice from our member base is significant and in the last four years, funds under advice have grown from $3bn to over $10bn,” he said.
“The movement of the employer relationships team to the CCO function will free up our award-winning advice team to focus on further enhancements to our advice services and build our presence on university campuses to support anticipated growth in demand. Under Jack McCartney’s leadership, we remain committed to providing a broad suite of high quality advice services to our members.”