We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.
If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities to have impact across the group and make a meaningful impact, the possibilities for what we can achieve together are endless.
The opportunity
As the Head of Customer Experience & Insights AU Food, you will serve as the foremost customer experience advocate and expert across the AU Food business. In this critical leadership role, you will partner with the Senior Leadership team to establish a comprehensive customer experience framework and establish a closed-loop insights process that drives tangible experience uplifts for our customers. You will go beyond simple reporting and proactively advocate with business stakeholders, translating complex customer signals into actionable strategies.. This is an impactful opportunity to leverage deep business acumen and executive presence to actively shape strategic decisions through the lens of the customer.
Partner with business stakeholders and the Customer Experience Management team to establish and embed a comprehensive, end-to-end customer experience framework.
Establish a proactive robust, closed-loop insights process that translates complex customer signals into actionable business strategies and measurable impacts.
Influence and shape strategic business decisions by delivering a consistent, real-time AU Food customer health narrative synthesized from diverse customer data.
Activate targeted business responses to resolve customer pain points, ensuring that ongoing feedback directly translates into tangible experience improvements.
Lead and develop a multidisciplinary team of insights professionals, inspiring them to become effective, proactive business advisors across the organisation.
Collaborate with the broader Customer Intelligence & Insights team to advance insights capabilities and products that transform the team's impact (incl. AI).
Executive Influence: High credibility, resilience, and commercial sharpness to hold your ground and effectively influence senior retail operators.
Strategic Business Partnering: A proven track record of building powerful, trust-based relationships at the Senior Leadership level to act as a proactive business advisor.
Experience Transformation: Demonstrated capability in establishing closed-loop processes that translate data into initiatives that demonstrably lift customer experience.
Insights & Narrative Leadership: Deep expertise in synthesising diverse customer signals into a compelling, strategic narrative that guides business direction.
Team Leadership: Experience building, inspiring, and managing multidisciplinary insights and CX teams with a forward-looking, analytical mindset.
Values Alignment: A strong commitment to listening, learning, doing the right thing, and always putting the customer and the team first.
We embrace diversity of thought to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team.
Everyone belongs at Woolworths Group
Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.
We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.
