- Based in Sydney, join Australia's largest retailer and be part of something great
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Revolutionise legacy customer and market insights into intelligence for Woolworths Group
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Build, lead, and inspire a multidisciplinary team of technology, engineers, data scientists, and insights professionals
We are Woolworths Group
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
The Head of Insights Innovation & Operations is a dynamic, forward-thinking leadership role responsible for revolutionising customer experience signals and turn customer and market insights into intelligence for Woolworths Group. You will own the evolution of our customer experience and insights platforms. As the business owner for customer intelligence, you will partner with a dedicated Group functions to establish a customer intelligence layer and conversational insights, empowering the broader business with "insights at the edge". Blending strong AI credentials with a proven background in leading multidisciplinary technology teams, you will establish and embed a comprehensive roadmap of AI insights products. A true innovation leader with a strong bias to action, you will rapidly transform our customer listening and analytics capabilities, actively reducing the latency to insight.
What you'll do
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Lead a dedicated customer intelligence squad and partner with Group teams to establish an intelligence layer and conversational insights, empowering the business with insights at the edge.
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Establish and embed a comprehensive roadmap of AI insights products across the business to augment actionable insights that drive better customer experience decisions.
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Accelerate AI capabilities across the Customer and Market Insights teams to transform insights analytics and actively reduce the latency to insight.
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Operate and evolve core Customer Experience and AI Insights Platforms, partnering closely with business partners to cater to underlying business needs in measuring customer experience.
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Manage all aspects of customer data governance from our platforms and other sources for the Group to ensure the integrity of customer data & insights
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Manage critical vendor relationships and lead the technical evolution and transition of Customer Experience Platform capabilities to design modern programmatic listening capabilities.
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Collaborate with the broader Customer Intelligence & Insights team to embed capabilities in the wider business, drive utilisation, and lead strategic transformation projects.
What you'll bring
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Innovation & AI Leadership: Strong AI credentials with the ability to rapidly transform traditional analytics, radically changing how insights are generated and consumed.
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Technology & Platform Operations: Proven background in leading multidisciplinary technology teams, establishing product roadmaps, and managing enterprise technology platforms (ideally customer experience platforms like Medallia and Qualtrics)
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Strategic Business Partnering: Exceptional stakeholder engagement skills, with a demonstrated ability to establish effective networks across matrix environments to drive capability adoption.
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Agility & Execution: A relentless bias to action and a strong sense of urgency, capable of driving strategic transformation and implementing new technical capabilities at pace.
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Market Foresight: An active pulse on the continuous evolution of AI capability, insights, and CX technology, translating external advancements into actionable internal capability roadmaps.
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Values Alignment: A commitment to being Customer 1st and Team 1st, always improving, delivering end-to-end, and living the core values of caring deeply, listening, and doing the right thing.
What you’ll experience
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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.
