- Based in Sydney join Australia's largest retailer and be part of something great
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Define world-class customer experience standards and embed comprehensive experience frameworks across all Woolworths Group brands
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Establish and oversee the governance of customer experience at Woolworths Group to bring accountable business leads together and drive a customer-led agenda
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
The opportunity
The Head of Customer Experience Management is a significant leadership role responsible for driving the capability and governance of Customer Experience across the Woolworths Group and critical to achieving our shared Purpose. This leader champions the customer and connects the dots across the group to resolve pain points, improve journeys, and unlock incremental growth opportunities. By working closely with business partners, you will establish robust experience frameworks and map end-to-end journeys to democratise and activate a customer-led agenda. Ultimately, this role transforms the business by translating journey gaps into actionable initiatives that deliver improved customer and member experience, advocacy, loyalty, and lifetime value.
What you'll do
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Map the end-to-end customer experience journey across the group, specifically identifying critical "moments that matter" and establish as the ‘operating system’ for the business to drive continuous improvement
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Define and continuously evolve world-class customer experience standards and group-wide metric frameworks—aligned with overarching strategic goals.
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Establish and oversee the governance of customer experience, bringing accountable business leads together to collectively progress the group-wide Customer Experience agenda.
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Partner with business leaders and Rewards to set and link customer experience targets and performance outcomes to organisational incentive and reward programs, driving cross-functional accountability.
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Monitor and report on group-wide customer experience performance and ROI against targets to executive leadership, providing clear visibility into progress and areas requiring immediate attention.
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Build and inspire a dedicated customer experience team, working alongside business partners to champion customer needs in executive decision-making and enable group-wide responses to pain points.
What you'll bring
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Deep CX Expertise: Proven experience in customer experience management, journey mapping, experience design, and experience governance strategy, ideally within large-scale retail, FMCG, or consumer industries.
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Thought Leadership: You are at the forefront of how CX best practices are evolving, deeply understand the impact of AI on customer experience and have a proven ability to define the "art of the possible" to inspire the organization
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Change agent: Proven ability to establish new capability and drive change across a large organisation
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Stakeholder Management: Excellent communication and influencing skills, with a proven ability to build relationships, act as a key business partner to executive leadership, and foster a customer-centric culture.
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Analytical & Results Focus: A results-oriented mindset with a commitment to continuous improvement, innovation, and utilizing robust analytical fact bases to evaluate the commercial impact of initiatives.
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Governance Leadership: Demonstrated background in establishing robust governance models, such as steering committees or councils, to drive cross-functional accountability across complex matrix organizations.
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People Leadership: Strong leadership skills with a track record of building, managing, developing, and inspiring high-performing teams to uplift enterprise-wide capabilities.
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Values Driven: Deep alignment with a Customer 1st, Team 1st approach, keeping things simple, delivering end-to-end, and living the core values of caring deeply, listening, and learning.
What you’ll experience
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.
