Head of Customer Experience & Insights AU Food

As the Head of Customer Experience & Insights AU Food, you will serve as the foremost customer experience advocate and expert across the AU Food business. In this critical leadership role, you will partner with the Senior Leadership team to establish a comprehensive customer experience framework and a closed‑loop insights process that drives tangible experience uplifts for our customers.

What you’ll do

- Partner with business stakeholders and the Customer Experience Management team to establish and embed a comprehensive, end‑to‑end customer experience framework.
- Establish a proactive, robust, closed‑loop insights process that translates complex customer signals into actionable business strategies and measurable impacts.
- Influence and shape strategic business decisions by delivering a consistent, real‑time AU Food customer health narrative synthesized from diverse customer data.
- Activate targeted business responses to resolve customer pain points, ensuring that ongoing feedback directly translates into tangible experience improvements.
- Lead and develop a multidisciplinary team of insights professionals, inspiring them to become effective, proactive business advisors across the organisation.




- Collaborate with the broader Customer Intelligence & Insights team to advance insights capabilities and products that transform the team's impact (incl. AI).

What you’ll bring

- Executive Influence: High credibility, resilience, and commercial sharpness to hold your ground and effectively influence senior retail operators.
- Strategic Business Partnering: A proven track record of building powerful, trust‑based relationships at the Senior Leadership level to act as a proactive business advisor.
- Experience Transformation: Demonstrated capability in establishing closed‑loop processes that translate data into initiatives that demonstrably lift customer experience.
- Insights & Narrative Leadership: Deep expertise in synthesising diverse customer signals into a compelling, strategic narrative that guides business direction.
- Team Leadership: Experience building, inspiring, and managing multidisciplinary insights and CX teams with a forward‑looking, analytical mindset.
- Values Alignment: A solid commitment to listening, learning, doing the right thing, and always putting the customer and the team first.

#J-18808-Ljbffr

📌 Head of cx & insights au food (Sydney)
🏢 Woolworths Group
📍 Sydney