Hybrid Digital Experience Lead — CX & Growth

PFD Food Services; Australia; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Discounted food

Travel discounts

Entertainment discounts

Gym membership

Staff parking

Job summary

PFD Food Services is evolving its digital experience to transform how customers interact and transact online. As Digital Experience Manager, you’ll lead a newly established function to shape ongoing evolution and performance of PFD's digital experience, driving value for customers and the business.

You’ll use customer behaviour, analytics, and Voice of Customer insights to identify friction, improve product discovery and simplify online business.

Qualifications

• 5+ years’ experience across digital experience, eCommerce optimisation, digital product, CRO or a related discipline.
• Experience working in a large-scale retail, FMCG or similarly complex commercial environment.
• Demonstrated ability to translate data into actionable insights and drive business impact.

Responsibilities

• Own the ongoing optimisation of PFD’s digital customer experience across key journeys.
• Leverage analytics and Voice of Customer insights to identify friction points and opportunities.
• Optimise search, navigation, product discovery and conversion for better customer outcomes.
• Develop and drive a clear testing and experimentation approach (A/B testing).
• Translate customer and commercial insights into clear recommendations for the digital product roadmap.
• Prioritise opportunities based on customer impact and commercial value.
• Collaborate across Digital, Merchandise, Technology, Sales, Customer Service, Operations and external partners.
• Establish reporting to track performance and support increased digital adoption and repeat usage.
• Explore emerging digital capabilities, including AI, for further improvements.

Skills

Digital experience

Ecommerce optimisation

Digital product

CRO

Job description

PFD Food Services is evolving its digital experience to transform how customers interact and transact online. As Digital Experience Manager, you’ll lead a newly established function to shape ongoing evolution and performance of PFD's digital experience, driving value for customers and the business.

You’ll use customer behaviour, analytics, and Voice of Customer insights to identify friction, improve product discovery and simplify online business.