WA Member Services Discussion Group

Next meeting: 30 September 2020

About

The Member Services Discussion Group focuses on identifying important issues that affect all super funds, employers and members. The topics and issues discussed cover administration, legislative & compliance, member communication, technology etc. At each meeting an APRA representative provides an update on current issues such as licensing, and APRA audits.

Only ASFA members can attend Discussion Group meetings. To find out more about becoming an ASFA member see the membership section.

Next meeting

30 September 2020

Speaker: Leah Mackenzie, Manager Design Research & Discovery (Customer Experience), UniSuper
Topic: Myth-busting – debunking preconceived assumptions about your members

Leah Mackenzie, Manager Design Research & Discovery (Customer Experience) at UniSuper, will talk about how they moved from using just data to using the customers voice to create emotion-filled journey maps:

23.4% of customers think “x“, so what?;
Getting everyone to hear the pain points from the customer; and
Ultimately solving the real problems as a whole company, not a business unit.

Leah has worked in superannuation for nearly 20 years in management roles spanning; Member Services, Digital, Internal Communications and Research.

Discussion Group Chair

Murray McKay
Principal,
SuperAssist

Read bio

Murray’s career in superannuation started in 1969 at AMP. During his 19 years with AMP he worked in various senior specialist roles. After leaving AMP in 1988 he worked in managerial roles at NAB Staff Superannuation Fund and Financial Synergy.

From 2000 – 2010 he was Manager, Technical Analysis & Implementation at Aviva Australia and then Senior Manager, Technical Analysis at MLC from 2010 to 2014.

Discussion Group meeting dates

30 September 2020
28 October 2020

CPD Points

Attendance at an ASFA Discussion Group qualifies for one Continuing Professional Development (CPD) point for members of ASFA’s Professional Accreditation Program.

More information

Group Charter

Enquiries

For all enquiries, contact ASFA Member Services.

Sign up to receive Discussion Groups in the My e-comms section of your ASFA account. If you don’t have an account, you can create one here.

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