Senior Customer Insights Advocacy Manager
1 day ago
**We are Woolworths Group**
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.
- Lead the growth of Customer Advocacy for Woolworths NZ
- Own and execute the initiatives and help drive the customer first culture
- Hybrid / Flexible working + competitive base salary + bonus + grocery discount + suite of team benefits
**Ready to make an impact?**
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.
Our Customer Insights team shape and directly influence our business strategies delivering actionable insights around our customer’s behaviours and buying patterns informing strategic directions.
**About the Role | Mō te Tūranga**
As a Customer Advocacy Lead, this role will be a champion for our customers, using valuable insights from our Voice of Customer programs to truly understand their needs and drive initiatives that enhance their overall experience.
It's a key role in setting and monitoring customer satisfaction targets, and in managing and developing our customer experience listening tools to continuously improve how we gather and use customer feedback.
Key responsibilities include:
- Lead the growth of customer advocacy for Woolworths NZ by planning and influencing key customer-centric initiatives.
- Work cross-functionally to design and execute initiatives that drive better customer experiences and generate strong advocacy.
- Champion the insights from our Voice of Customer programs and deep dives to create a clear understanding of the WW customer.
- Drive the setting of VOC targets for the Woolworth NZ scorecard.
- Monitor performance to identify new opportunities and underperforming areas.
- Overall responsibility for managing and developing our Customer experience listening capabilities.
- Collaborate with the group listening and VOC analytics teams to accelerate NZ programs and ensure NZ is represented in standardized group VOC reporting and deep dives.
- Establish and manage relevant NZ forums to share learnings and drive initiatives.
- Partner with business unit leaders to set the vision and priorities for customer experience strategy.
- Work with the NZ Customer analytics team to synthesize customer experience insights, behavior and operational data to highlight key trends and opportunities.
- Support knowledge and capability development of the Customer Insights team.
**About You | Mōu**
You’ll have extensive experience in managing complex customer listening programs (VOC) and supporting the business in delivering initiatives that improve customer experience.
By collaborating effectively with teams across the business and the Woolworths Group, you will accelerate our customer experience programs and share valuable insights that shape the future of our customer experience strategy.
**To succeed in this role, you will bring in**:
- Exceptional collaboration, influencing and communication skills across the full business and group to drive transformational and customer-centric change.
- Proven experience in delivering customer 1st decision-making and influencing actions at a senior level.
- Experience and passion for people and working across different levels.
- Customer Feedback Programme knowledge (VoC or NPS) - preferred.
- FMCG / retail experience - preferred.
- Advanced analytics techniques - preferred.
**Our Benefits | To Tatou Painga**
- Genuine flexibility in how and where you work
- Ongoing development within an ANZ team and access to COE/specialist career opportunities
- Grocery discount card and discounted online shopping delivery
- Banking and insurance (health, life etc) discounts
- Global and local career opportunities
**Working with Woolworths NZ | Me mahi tahi tatou ki Woolworths N
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