Nicola Smith

Nicola Smith is a seasoned professional with extensive experience in customer experience and complaints management. Currently serving as the Head of Member Experience and Complaints at Aware Super since October 2019, Nicola leads Member Experience Strategy and enterprise complaints. Prior to this, Nicola held the position of Head of Customer Experience at BT from August 2015 to October 2019, focusing on service excellence and customer insights. Nicola's career includes significant roles at Westpac, focusing on customer advocacy, and various leadership positions at Qantas, where initiatives ranged from strategic projects in customer service to risk and assurance programs. Nicola's foundational experience in audit and advisory services was gained at KPMG. Nicola graduated with a Bachelor’s Degree in Accounting and Finance from the University of Technology Sydney.