CX & Insights Manager - Digital

Woolworths Ltd.; Geehi; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Team discounts

Parental leave 12 weeks

Secondary caregiver leave 4 weeks

Wellness support via Sonder

Job summary

Woolworths Group is seeking a Customer Experience Manager - Digital to be the voice of the customer across AU Food, Milkrun, and Everyday Market. You will champion a Customer 1st culture, merging VoC, analytics, and qualitative signals into a cohesive narrative that informs product roadmaps and growth strategies.

You’ll partner with Product, UX/UI, and Engineering to reduce friction, drive ROI, and influence sprint planning, while advancing data-enabled, AI-assisted CX insights across the

Qualifications

• 5–8+ years in Digital Customer Experience and/or Digital Product Analytics, with digital strategy experience preferred.
• Strong ability to translate signals into executive-ready narratives.
• Deep understanding of digital sentiment tracking and journey mapping methodologies.
• Proven success partnering with Product, UX/UI, engineers, and commercial stakeholders.

Responsibilities

• Shape the Digital CX Narrative from complex data into executive-ready decks and briefs.
• Lead Journey Measurement with end-to-end framework to identify friction.
• Diagnose and resolve digital friction with cross-functional teams and robust tracking.
• Link CX initiatives to commercial ROI: conversions, retention, acquisition, and NPS.
• Partner with stakeholders to embed customer insights into sprint planning and prioritisation.
• Champion data enablement and AI, enabling self-serve analytics dashboards.

Skills

CX strategy

Data storytelling

Cross-functional influence

AI tooling

Commercial acumen

Tools

FullStory

VoC analytics

Job description

Opportunity to drive world-class shopping experiences by delivering an effortless, best-in-class customer experience.

Bridge customer friction and digital innovation to drive eCommerce growth across AU Food, Milkrun, and Everyday Market

Surry Hills based with a hybrid working model

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 across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

The Opportunity

Are you passionate about putting customers at the heart of digital innovation?

As ourCustomer Experience Manager - Digital, you will be the voice of the customer across our digital ecosystem, including AU Food, Milkrun, and Everyday Market. Embedded within the eCom Business Growth team and reporting to the Head of Customer Experience & Insights Food, this is a hands‑on, high‑impact role designed to shape a Customer 1st culture.

You will connect disparate customer signals—from behavioural analytics and Voice of Customer (VoC) to social sentiment—into a cohesive, evidence-based narrative. By championing the 'discover, plan, and shop' phases of the digital journey, you will bridge the gap between customer friction and operational execution, directly influencing product roadmaps and driving commercial growth.

What You'll Do

• Shape the Digital CX Narrative: Synthesise complex datasets (VoC, behavioural analytics, brand perception, competitor intelligence) into executive-level decks and strategic briefs that steer product and growth strategies.

• Lead Journey Measurement: Partner with the eCom B2C CX team to build an end-to-end digital measurement framework, pinpointing systemic friction and unlocking customer value propositions across the ecosystem.

• Diagnose & Resolve Digital Friction: Trace customer pain points back to root causes alongside Product, UX/UI, and Engineering teams; implement robust tracking systems to measure the real-world impact of fixes.

• Link Experience to Commercial ROI: Directly connect CX initiatives and sentiment uplifts to core business drivers, including conversion rates, customer retention, acquisition, and NPS.

• Partner & Influence Without Authority: Act as the trusted CX advisor to the EcomX Business Growth team, embedding customer insights directly into sprint planning, initiative prioritisation, and leadership forums.

• Champion Data Enablement & AI: Collaborate with Data Platform and Insights CoE teams to operationalise recurring CX reporting, define technical data logic, harness AI tooling for feedback synthesis, and upskill cross-functional partners on self-serve analytics dashboards.

What You'll Bring

• Proven Track Record: 5–8+ years of experience in Digital Customer Experience and/or Digital Product Analytics, and digital strategy experience will be highly regarded, ideally within retail, e-commerce, or fast-paced digital product environments.

• Mastery in Data Synthesis & Storytelling: Advanced ability to translate disparate qualitative and quantitative signals (e.g., FullStory, product surveys, VoC) into compelling, executive-ready narratives.

• CX Framework Expertise: Deep understanding of digital sentiment tracking, feedback loop design, and digital journey mapping methodologies.

• Cross-Functional Influence: Proven success partnering with and guiding Digital Product Managers, UX/UI designers, engineers, and commercial stakeholders toward customer-first solutions.

• Commercial Acumen: Strong capability to connect UX improvements to tangible bottom-line business metrics and operational outcomes.

• Forward-Thinking Mindset: Enthusiasm for modern CX tooling, data self-service automation, and AI-assisted analytics workflows.

What you'll Experience

• Team Discounts - Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.

• 12 weeks paid parental leave for primary caregivers. Woolworths Group will also continue to pay superannuation for up to 12 months (subject to relevant caps) while the Team Member is on parental leave (paid or unpaid).

• 4 weeks paid leave for secondary caregivers

• Wellness - Access to Sonder. Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.

Everyone belongs at Woolworths Group

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.

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.