CX & Delivery Lead - Inspiration, Gifting & Discovery

Work Initiatives; Greater Dandenong; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Training and professional development

Employee and family discounts

Paid parental leave

Annual flu shots

Hybrid working (3 days in-office, 2 at

Collaborative team

Employee Assistance Program

Job summary

Baby Bunting is seeking a CX & Delivery Lead for Inspiration, Gifting & Discovery. You will own the squad roadmap, drive initiatives from problem definition to release and optimise the end-to-end experience for customers starting their journey with discovery and gifting.

You will collaborate with UX, Analysis, Technology, Online Trade, Marketing, Merchandise and Data to translate insights into improved online and in-store experiences.

Qualifications

• Five+ years in digital product, ecommerce or CX.
• Strong retail ecommerce experience navigating discovery and purchase.
• Proven ability to improve customer journeys across online and physical stores.

Responsibilities

• Own the squad roadmap and prioritised backlog
• Lead initiatives from customer problem through to release and optimisation
• Improve Gift Registry, gifting, Wish Lists, search and browse, product decision support, personalisation and guided discovery
• Use customer research, behavioural data and commercial performance to identify opportunities
• Translate insights into clear priorities and success measures
• Facilitate squad planning and maintain delivery momentum
• Manage dependencies, risks, blockers and stakeholder decisions
• Partner with UX and Insights on research, testing and validation
• Shape connected customer journeys across online and stores
• Measure post-launch performance and identify further improvements

Skills

Digital product

Ecommerce

Customer experience

Delivery leadership

Agile squads

Roadmap ownership

Stakeholder management

User research

Data-driven decisions

Cross-functional collaboration

Job description

CX & Delivery Lead - Inspiration, Gifting & Discovery

Work options: Hybrid CX & Delivery Lead, Inspiration, Gifting & Discovery Baby Bunting is Australia's largest nursery specialty retailer, but we're much more than that.

We're a growing community dedicated to supporting parents through every step of their journey. Our purpose? To share in the joy and provide support through the challenges of raising little ones by empowering parents to make the best choices for their families.

Your New Role As our CX & Delivery Lead, Inspiration, Gifting & Discovery, you’ll own the squad roadmap and drive initiatives from problem definition through to release and optimisation.

Your focus will be the beginning of the customer journey. You’ll help customers discover products, navigate our range, make informed decisions and celebrate important moments through better gifting experiences. You’ll lead work across Gift Registry, Wish Lists, search and browse, product decision support, personalisation and guided discovery.

Working closely with UX, Business Analysis, Technology, Online Trade, Marketing, Merchandise and Data, you’ll turn customer insight into practical improvements across online and stores. Why this role matters At Baby Bunting, we’re focused on making it easier for customers to discover, plan and shop with confidence; supporting customers wherever and however they choose to shop.

Inspiration, gifting and discovery sit at the beginning of that journey. Customers may be shopping for a new baby without knowing exactly what they need or helping someone celebrate an important life moment. You’ll shape how we guide those customers with greater confidence and will be central to creating a seamless, connected customer experience.

With significant opportunities to evolve and grow our Gift Registry experience, enhance product discovery and introduce more personalised shopping journeys, you’ll play a pivotal role in delivering meaningful customer improvements and driving commercial growth. Like what you hear so far? Here’s what’s ahead of you:

• Own the squad roadmap and prioritised backlog
• Lead initiatives from customer problem through to release and optimisation
• Improve Gift Registry, gifting, Wish Lists, search and browse, product decision support, personalisation and guided discovery
• Use customer research, behavioural data and commercial performance to identify opportunities
• Translate insights into clear priorities and success measures
• Facilitate squad planning and maintain delivery momentum
• Manage dependencies, risks, blockers and stakeholder decisions
• Partner with UX and Insights on research, testing and validation
• Shape connected customer journeys across online and stores
• Measure post-launch performance and identify further improvements

Requirements

If you’ve gotten this far, then you're up for the challenge. I'm not going to give you the usual laundry list of requirements, but this stuff is pretty much essential:

• At least five years’ experience in digital product, ecommerce, customer experience or digital delivery
• Strong retail ecommerce experience, with a clear understanding of how customers discover, compare and purchase products
• Demonstrated experience improving connected customer journeys across online and physical retail channels
• Experience taking digital initiatives from discovery through to implementation and ongoing optimisation
• Experience working in agile or cross-functional product squads
• Strong roadmap, prioritisation and delivery management capability
• Experience using customer research, behavioural data and commercial insight to shape decisions
• Confidence working closely with UX, Business Analysis and Technology teams
• Strong stakeholder management and facilitation skills
• The ability to balance customer value, commercial benefit, effort and complexity
• A hands-on approach with the drive to keep work moving through to completion

All successful applicants will need to undergo a Right to Work check.

Due to the intimate and personal nature of our work, successful applicants will also need to undergo a National Police Criminal History check.

Please Note Every employer in Australia has an obligation to ensure employees have the relevant working rights.

What’s In

• Training and professional development pathways
• Employee and family discounts
• Paid parental leave for primary and secondary carers
• Annual flu shots
• Hybrid working with three days in the office and two days from home
• A collaborative team where you can influence meaningful digital change
• Access to our Employee Assistance Program