Customer Experience & Insights Manager

Woolworths Ltd.; Auckland; Hybrid; NZD 120,000 - 170,000; Full time

Benefits offered by this job

Team discounts across Woolworths Group

Wellbeing programs

Hybrid work flexibility

Job summary

Woolworths Group NZ seeks a Customer Experience & Insights Manager to lead end-to-end research and insights programs, partnering with stakeholders to drive CX improvements across Brand, Loyalty, Commercial, and Channels.

You will conduct agile research, identify growth opportunities, and translate feedback into strategic and operational actions while supporting budget and vendor processes.

Qualifications

• 5+ years in Customer Insights, Analytics or CX roles.
• Experience diagnosing customer friction points, mapping journeys, and root-cause solutions.
• Ability to translate complex data streams into visual, narrative briefs.
• Cross-functional stakeholder engagement as a trusted CX advisor.
• Data enablement and collaboration for self-service dashboards.
• Retail or fast-paced consumer acumen.

Responsibilities

• Independently lead end-to-end bespoke customer research and insights programs, partnering with internal and external teams.
• Design and execute customer immersion initiatives to turn real-time feedback into actionable improvements.
• Elevate customer insights to influence day-to-day trade decisions and CX outcomes.
• Support budget tracking, purchase orders, and vendor financial processes.

Job description

We are Woolworths Group | Ko Woolworths Tātou

We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose 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. 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.

What you’ll do | Hei mahi

The Customer Experience & Insights Manager NZ acts as a hand on advisor for business stakeholders across Woolworths New Zealand, driving end-to-end customer insights and customer experience (CX) strategies. Reporting into Head of Customer Experience & Insights, this role will execute customer deep dives, leverage modern analytics, and synthesise customer feedback to drive Brand, Loyalty, Commercial and Channel CX improvements.

In this role, you will design customer deep dive and conduct agile research to identify customer growth opportunities and friction points that turn real-time customer signals into concrete, strategic and operational improvements.

Key Responsibilities Of The Role

• Strategic Insights & Bespoke Research - Independently lead the end-to-end execution and delivery of bespoke customer research (internal and external) and ongoing insights programs, partnering with Group Customer Insights teams and external research agencies to directly power CX initiatives
• Supporting the end-to-end resolution of customer pain points to improve Customer experience - Design and execute customer immersion initiatives, turning real-time feedback into actionable Commercial and operational improvements
• Customer First Culture and Narrative - Serve as a trusted partner to business leaders, elevating customer insights to influence day-to-day trade decisions and CX outcomes
• Operational Enablement & Financial Process Support - Support the Head of CX & Insights in tracking functional budget utilisation, managing purchase orders, and overseeing vendor financial processes

What are my Key Results/KPI’s?

• Customer Experience, Brand perceptions and Advocacy uplift: Improvement in key strategic customer metrics as defined by NZ business i.e First choice, Brand advocacy NPS, Channel NPS
• Strategic storytelling & Commercial acumen: Ability to distill complex quantitative analysis and behaviour data into simple, compelling narratives to drive business performance.
• Advisory and influencing without authority: Comfortable in advisory positions, has a high emotional intelligence with a proven track record of bringing cross-functional peers along on the journey.
• Modern CX & AI Adoption: Experience or strong enthusiasm for leveraging modern customer experience platforms, real-time listening tools, and AI-driven workflow automation.
• Stakeholder Satisfaction: Positive business partner feedback scores on advisory responsiveness, collaboration quality, and forum facilitation
• Self-Serve Dashboard Adoption: Increase in business unit user activity and self-serve tool adoption following upskilling and enablement sessions

What you’ll bring | Hei koha

• Bespoke Research Execution: 5+ years of experience working in Customer Insights, Customer Analytics or Customer experience roles.
• Closed-Loop CX & Operational Diagnostics: Practical experience diagnosing customer friction points, mapping customer journeys, and establishing root-cause solutions to track permanent operational improvements.
• Data Synthesis & Executive Storytelling: Proven ability to translate complex data streams (survey, operational, transactional, Market share) into visual, narrative-driven briefs and digestible formats that clearly articulate actionable commercial opportunities.
• Cross-Functional Stakeholder Engagement: Demonstrated experience building collaborative partnerships across diverse business units, facilitating alignment forums, and acting as a trusted CX advisor
• Data Enablement & Collaboration: Experience partnering with teams to build self-service dashboards, executing research and upskilling on CX frameworks
• Retail & Fast-Paced Consumer Acumen: Background in a large retail, e-commerce, or consumer-facing business

What you’ll experience | Ngā Huanga

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams
• High-impact role supporting our teams who enrich our communities.
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
• A progressive and competitive leave policy that gives you more space for what matters to you.
• 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.

Endless possibilities with the Woolworths Group

We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’

Here you’ll be supported and empowered 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. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Everyone belongs at Woolworths Group | No Woolworths tātou

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. 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.