Snr CX & Insights Manager - WRetail

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

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

Partner with Store Operations and Commercial leaders to embed real-time customer voice directly into daily retail strategy and execution

Norwest 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.

• Partner with Store Operations and Commercial leaders to embed real-time customer voice directly into daily retail strategy and execution

• Norwest based with a hybrid working model

The Opportunity

Are you an operational CX leader passionate about transforming customer feedback into everyday retail action? As the Senior Customer Experience Manager - W-Retail, you will lead the charge in establishing a modern, proactive CX practice across Woolworths Retail. Reporting closely to the Head of Customer Experience & Insights AU Food, your mandate is to transition the business from passive reporting to active, closed-loop experience management.

Embedded as a trusted strategic advisor to Store Operations and Commercial leadership, you will lead a high-performing team to systematically resolve store friction, elevate mission-based customer journeys, and ensure customer voice directly shapes daily retail trade and long-term commercial growth.

What You'll Do

• Establish the W-Retail CX Practice: Define operating rhythms, governance, and prioritisation frameworks to transition the business from retrospective insight reporting to active, real-time experience management.

• Deliver Fast-Track Impact: Drive a high-initiative roadmap in your first 6 months, delivering high-impact "quick wins" that prove the commercial and operational value of a CX-led approach to store leadership.

• Embed Closed-Loop Systems: Audit disconnected touchpoints and build end-to-end closed-loop action mechanisms, enabling frontline store teams and commercial leaders to rapidly diagnose and fix customer pain points.

• Operationalise Customer Narratives: Synthesise multi-channel Voice of Customer (VOC) signals, behavioural data, market insights, customer research and operational metrics into granular, daily, weekly, and monthly narratives that guide trade choices and strategic decisions.

• Map & Optimise Journeys: Roll out customer experience frameworks across W-Retail, mapping mission-based customer journeys and co-designing interventions around key "moments that matter".

• Lead & Innovate: Manage day-to-day delivery, mentoring analysts and direct reports while partnering with internal platform teams to embed AI-driven listening tools and automated CX workflows into daily operations.

What You'll Bring

• Extensive Leadership Experience: ~10+ years of proven success within Operational CX, Management Consulting (spanning operations/CX delivery), or Customer-Led Business Transformation - ideally across large-scale Retail, FMCG, Telco, Travel, or Hospitality environments.

• Retail & Operational Acumen: Deep grounding in retail operations, with demonstrated ability to bridge head-office strategy and frontline store realities.

• Executive Advisory & Partnering: A track record of influencing senior leadership (General Managers, Directors, and Store Operations heads) to drive customer-first change without direct authority.

• Hands-on CX & Journey Expertise: Proven capability in designing closed-loop feedback systems, mapping complex customer journeys, and measuring the direct ROI and commercial attribution of CX initiatives.

• Data Synthesis & Storytelling: High literacy in transforming fragmented data sets into clear, actionable executive narratives.

• Team Leadership & Modern Tooling: Experience guiding and mentoring analytical teams, coupled with a forward-looking mindset toward leveraging modern CX platforms 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.