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Customer Insights Manager

2 months ago

Darlinghurst, Australia WooliesX Full time

**Customer Insights Manager
- **Permanent role**:

- **Surry Hills based with WFH flexibility**:

- **Work on a wide range of high impact projects
**About WooliesX**

At WooliesX, our people believe in creating better everyday experiences for our community.

With 1,800+ team members, multiple practices and over 100 chapters, there’s a home for everyone here. Whether your interests lie in data driven insights and product engineering, digital media, ecom, operations, customer advocacy, commercial, agile or more, you can find your squad across all kinds of capabilities.

Our squads live their “one day”, every day. We work on Australia’s most innovative tech, design, engineering and more to transform the way that millions of Australians live and shop. Physically, you can find us in Surry Hills, but virtually, we can be anywhere.

Our culture combines the support, care and freedom that comes with being part of the Woolworths Group. We are an agile team embracing diversity of thought and positive change. We thrive on pragmatism, mutual respect, care, curiosity, openness, and a proactive attitude. As a team we continually seek ways to support and learn from each other.

**About the role
As a Customer Insights Manager, this role will be the day-to-day operational contact for the Voice of Customer (VOC) program, and consult to WooliesX on how these insights can be used to improve customer experience for Woolworths’ Digital and Rewards businesses.

Your expertise in identifying opportunities and communicating those to the wider team means that you will drive customer-led new initiatives across WooliesX - in the eCom business, across Digital teams and Everyday Rewards. The role involves delivering a combination of BAU reporting, as well as managing bespoke analysis that provides customer feedback on a wide range of business critical projects.

You’re passionate about using data to generate actionable business insights, continuously improving the quality of insights, and keeping our customers & members at the forefront of everything we do.

**Responsibilities will include, but are not limited to:
- Interpret data, generating insights that drive customer value and embed insights across the organisation,
- Develop strategic outputs for a wide range of audiences and communicate in a compelling way
- Develop and run customer feedback programs with service teams
- Identify opportunities to improve customer research programs, opportunities to join datasets to further our understanding of customer behaviour
- Develop reporting on customer feedback platforms
- Formulate a clear plan with the VOC Program Lead and internal stakeholders, and deliver on clear objectives in an agreed timeframe.

**Who we are looking for
We are looking for an experienced insights professional, with an ability to influence and work cross-functionally across many departments, who will generate insights that drive customer value and customer experience.

**Requirements**:

- 5-10 years experience in research, insights with proven technical skills in analysing customer data
- Experience in using Tableau, Q, GCP or other data analysis software to conduct data analysis
- Strong presentation skills, ability to generate insights using data and storytelling
- Experience working in complex, multi-stakeholder environments and managing multiple pieces of work simultaneously.
- Experience in customer lifecycle management, with proven ability to impact customer experience.
- Tertiary qualified in relevant discipline (Business/Commerce/Marketing etc)

**Not essential but would be highly regarded:
- Proficiency in SQL
- Agency side market research or research consulting experience
- Experience in retail or digital industries, have worked with customer behaviour data in an enterprise environment

**Grow with the Group
As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences - for our customers and for each other.

**We’d love to hear from You

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