#28. Join Sarah and Neil as they recap from day two at the Future Fund Admin 2026 forum in Sydney.

This episode argues that super funds can’t achieve real member experience improvements by relying only on surface-level changes—like updated communication—without fixing the underlying systems and rules that shape every customer interaction. Through firsthand stories and honest discussion, the hosts show why complexity and legacy processes frustrate members and staff alike, and why personalisation efforts often walk a fine line between helpful and intrusive. The episode pushes leaders to rethink what “good” looks like and to get comfortable questioning long-held ways of doing things.

Who should listen

• Member operations and service leaders wrestling with complaints about process complexity
• Fund digital and product teams struggling to make personalisation feel supportive, not creepy
• Communications managers tasked with responding to unhappy members when the root cause is out of their hands

“If the underlying machinery isn’t any good… then somehow expecting that communications will somehow magically fix it is… magical thinking.” — Sarah

Highlights

• The podcast dives deep into the evolving superannuation landscape, highlighting the pivotal role of member experience over technical jargon, which makes for a refreshing change.
• Listeners are reminded that even industry experts can struggle with superannuation processes, emphasizing the need for clearer communication across the board.
• Mary Payne's heartfelt story about her father's experience with super funds underscored the emotional weight behind the industry's technicalities, making it relatable.
• The conversation touches on the idea that improving member experience isn't just about technology, but fundamentally about understanding and addressing real human needs and emotions.
• Changing the trust deed was a surprising move discussed at the conference, showcasing that bold steps are being taken to enhance service delivery in superannuation.
• The episode wraps up with a light-hearted yet serious examination of the balance between data surveillance and genuine member engagement, leaving listeners with much to ponder.

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Sarah Penn

Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

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