CX & Insights Mgr - Everyday & Food B&M

Woolworths Ltd.; Sydney; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Team Discounts

Parental leave

Paid leave

Wellness support

Job summary

Woolworths Group in Sydney’s Surry Hills offers a hybrid role as Customer Experience Manager for Everyday Rewards, Services and Brand & Marketing. The role connects member signals, feedback and VOC data across loyalty, services and brand portfolios to drive growth and retention.

You’ll lead research, define data pipelines, and collaborate with cross‑functional teams to deliver actionable insights and commercial value while shaping quarterly plans.

Qualifications

• 5+ years in CX, customer insights or strategic analytics within retail, FMCG, loyalty programs, or consumer brands.

Responsibilities

• Synthesize customer signals into actionable narratives for loyalty, services and brand teams.
• Lead bespoke research and analytics with internal groups and external agencies.
• Drive closed‑loop friction resolution and measure long-term impact of fixes.

Skills

CX experience

Data literacy

Research storytelling

Data collaboration

Cross-functional influence

Future-ready mindset

Job description

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

Shape Australia's premier loyalty and brand experiences

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.

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

• Shape Australia's premier loyalty and brand experiences

• 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 translating member behavior and brand sentiment into powerful operational change?

As the Customer Experience Manager – Everyday Rewards (EDR), Services and Brand & Marketing (B&M), you will play a central role in connecting member signals, customer feedback, and everyday Voice of Customer (VOC) data across our loyalty, services, and brand portfolios (supporting AU Food). This is a hands‑on insights and customer experience specialist role focused on turning complex data into clear strategic and operational actions.

You will establish closed-loop CX processes that eliminate systemic friction across member journeys, directly linking loyalty propositions and brand experiences to commercial growth, customer retention, and NPS uplift.

What You'll Do

• Synthesise Disparate Customer Signals:Integrate qualitative research, transactional metrics, member behavior patterns, brand tracking, and VOC data into unified, actionable narratives that highlight emerging risks and opportunities.
• Lead Bespoke Research & Advanced Analytics:Partner with Group Insights and external research agencies to execute tailored customer studies and deep‑dive analyses across loyalty, services, and brand touchpoints.
• Drive Closed‑Loop Friction Resolution:Uncover root causes of customer pain points alongside marketing, loyalty, and service partners; establish robust tracking systems to measure the permanent impact of operational fixes over time.
• Link Experience to Commercial Value:Tie CX improvements directly to commercial metrics—including member growth, customer acquisition, retention, and NPS—to shape quarterly strategic planning.
• Scale Data Enablement & Self‑Service:Define technical business logic for data pipelines and collaborate with Group CoE and Platform Innovation teams to productionise dashboards, automate insight delivery, and coach cross‑functional teams on self‑serve tools.
• Act as a Trusted Strategic Advisor:Facilitate CX forums and customer immersion sessions (such as shopalongs), influencing marketing and loyalty leaders without direct authority to ensure a customer‑first approach.

What You'll Bring

• Proven Background:5+ years of experience in Customer Experience (CX), Customer Insights, or Strategic Analytics within retail, FMCG, customer loyalty programs, or consumer brand environments.
• Deep Data Literacy & Manipulation:Hands‑on experience working with large enterprise datasets—combining VOC, member behaviors, operational metrics, and transactional data.
• Research & Storytelling Mastery:Solid grounding in both qualitative and quantitative research methodologies, with a demonstrated ability to turn complex data into clear, compelling executive‑level narratives.
• Technical & Data Collaboration:Experience defining business requirements and functional logic for data engineering teams to build automated, scalable reporting pipelines.
• Cross‑Functional Influence & Commercial Acumen: Proven ability to influence brand, marketing, and loyalty leads without direct authority while demonstrating the direct commercial ROI of CX interventions.
• Forward‑Looking Mindset:Enthusiasm for modern CX platforms, real‑time customer listening technologies, and AI‑driven workflow automation.

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.