Head of Customer Experience and Transformation

• Ensure Woolworths is putting the customer first in all of our strategies and decisions
• Utilise your leadership skills coaching and supporting a team of 2
• 12 month contract opportunity commencing in January 2022

The Role
At Woolies, we consistently challenge ourselves to create better experiences together for our customers. In this role, you will ensure Woolies is putting the customer first in all of our strategies and decisions, and drive customer advocacy through delivery and communication of customer insights.

You will lead the creation of aligned Food Group customer service principles and omnichannel delivery of actions against those principles. You will do this by leading the Customer Service and Experience agile chapter squad and partnering closely with strategy leads across the business.

As a leader in Customer Transformation you will champion the Customer across the Woolworths Group, partnering with strategy and business leads across Food Group.

You will also:

• Develop and deliver the Group customer experience transformation roadmap
• Partner with business unit leaders to create, evolve and deliver the customer experience and service framework for Woolworths Food Group (Everyday ACTs) ensuring it is led by data and insights
• Represent customer voice on key strategic programs using data and insights to understand how we could improve the customer experience and drive customer-centric decision making
• Partner with strategy leads to drive a customer-led annual strategy planning process
• Create a world-leading Customer 1st Culture throughout the Group partnering with Communications, Marketing and business unit operational leads to amplify and bring the customer to life in everything we do (e.g. segment profiles, sharing Voice Of Customer commentary, onboarding)
• Support updates on the Customer to Board, Group & Food Exco and Food Leaders Forum etc

Who we’re looking for

To be successful in this role, you will have:

• Demonstrated experience in delivering customer experiences, cross-functional partnership and influencing
• Passionate about our Customers and Woolworths Purpose
• Strategy consulting/consulting experience preferred
• Strong communication skills; ability to craft a compelling narrative supported by data and insights; and build presentation materials (PPT, Google Slides)
• Exceptional stakeholder engagement; ability to influence and align senior leaders
• Ability to synthesize multiple data points to identify insights/trends, and establish / drive decisions

Grow with the Group

Woolworths Group has announced its intention to introduce a new requirement for Australian team members to be vaccinated against COVID-19.
For more information click here.

As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.