Senior CX & Insights Leader – Real-Time Retail Experience

Woolworths Ltd.; Geehi; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Team discounts

Parental leave (12 weeks)

Paid leave (4 weeks)

Wellness program

Job summary

Woolworths Group is seeking a Senior Customer Experience Manager - W-Retail to lead a modern, proactive CX practice across Woolworths Retail. You will embed customer voice into daily trade strategy and work closely with Store Operations and Commercial leadership to move from passive reporting to active, closed-loop experience management.

Embedded as a trusted advisor, you will lead a high-performance team to resolve store friction, elevate customer journeys, and ensure customer voice guides

Qualifications

• 10+ years in Operational CX, management consulting, or customer-led transformation.

Responsibilities

• Establish and lead the W-Retail CX Practice with governance and real-time experience management.
• Deliver high-impact quick wins in the first 6 months to show CX value.
• Embed closed-loop systems to diagnose and fix customer pain points across stores.
• Synthesize VOC signals and data into daily, weekly, and monthly narratives informing trade decisions.
• Map and optimise customer journeys across W-Retail and co-design interventions.

Skills

Leadership

CX strategy

Stakeholder management

Data storytelling

Retail operations

AI/automation

Tools

CX platforms

Analytics tools

Job description

Woolworths Group is seeking a Senior Customer Experience Manager - W-Retail to lead a modern, proactive CX practice across Woolworths Retail. You will embed customer voice into daily trade strategy and work closely with Store Operations and Commercial leadership to move from passive reporting to active, closed-loop experience management.

Embedded as a trusted advisor, you will lead a high-performance team to resolve store friction, elevate customer journeys, and ensure customer voice guides