An Interview with Stuart Langeveldt, Head of Member Experience, Qantas Superannuation Limited
"Strategy focuses on initiatives – including digital – to connect us more personally and regularly with our members by leveraging new technology and tailoring solutions to meet their individual needs, as well as maintaining the long term competitiveness of the plan..."
FST Media: What are your member experience and digital priorities over the next 6 months?
Langeveldt: Our focus is squarely on improving the experience of our members throughout our fund, and a big part of this is addressing their needs in a way that suits them. We’re focusing on an approach that provides members with the right messages, at the right time, using the right channels. We’re investing in digital to help enable this approach, and to allow us to gauge success and traction. The days of a broad brush approach to the member experience are gone – we’re about meaningful interactions and creating a reason for our members to engage with us.
FST Media: What technology or innovation is proving the biggest game changer in superannuation?
Langeveldt: The ability to cleverly segment our membership base so that we can offer products, services, and content that’s relevant and tailored to them, is something we’re investing in. The provision of e-advice is top of mind too – for our members, many of whom travel extensively as part of their job, it makes sense to give them an interactive experience, when and where it suits them, no matter where they are in the world. I also think that there’s so much innovation in the financial services industry, and even beyond, that it makes sense for us, as super funds, to leverage that innovation – to look not only at each other, but what is happening more broadly across other industries.
FST Media: How is the digital disruption transforming the focus of the superannuation industry?
Langeveldt: My sense is that the industry is playing catch-up and is where retail banks were some time ago when they first invested in internet banking for their customers. On the bright side, this means there’s a lot of scope for all of us to improve, keeping in mind the regulatory environment in which we operate.
FST Media: What are the key challenges for Qantas Super in the current competitive market space?
Langeveldt: For us, an ongoing challenge is to maintain our competitiveness and to stay true to our value proposition. As one of the largest corporate superannuation funds in the industry, our challenge is to remain relevant to our members in a shrinking market.
FST Media: What is the next big thing for Qantas Super?
Langeveldt: We are focusing on our strategic plan, aimed at helping our members have confidence in their financial future so they can enjoy retirement. This strategy focuses on initiatives – including digital – to connect us more personally and regularly with our members by leveraging new technology and tailoring solutions to meet their individual needs, as well as maintaining the long term competitiveness of the plan.
FST Media: What are you hoping to achieve from your panel discussion at the Future of Superanuation event?
Langeveldt: What I enjoy about panel discussions and these sorts of conferences is the opportunity to share ideas, listen to experiences, and learn from others about what issues and opportunities are being presented. I’m looking forward to sharing my own experiences in digital delivery of information, customer experience and e-commerce with everyone who attends.
FST Media: What keeps you motivated?
Langeveldt: The fact that the work we do has real meaning and ultimately helps improve the financial wellbeing of our 32,000 Qantas Super members so that they can make informed decisions, and ultimately enjoy their retirement.
Stuart Langeveldt will be speaking at The Future of Superannuation in Sydney 18 May 2017.View the agenda here.