Head Of Digital Customer Service

Welcome to Woolies X
As a business inside one of Australia's largest retailers, WooliesX aims to bring the best of Woolworths Group to our customers.
We're an innovation business that brings together the brightest minds in e-commerce, technology, media, and data to transform how people live and shop. With an industry-leading technology team backed by analytics, we're resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an excellent experience for our customers - whether they shop in-store or online.
Head of Digital Customer Service
Join a customer-obsessed technology business at the heart of Australia's largest retailer
Attractive remuneration and benefits
Surry Hills based with hybrid and remote working
What you'll do
Lead the development and execution of strategies to digitise the customer support mission, and drive digital self-service experience and adoption across Woolworths Group brands.
Overseeing and optimising the digital service strategy, customer support journeys, and leading product teams to develop great service experiences across Digital touchpoints and Conversational AI.
Lead a high-performing, cross-functional team containing multiple squads that include UX/UI, designers, engineers, business analysts, full stack developers, ADLs and product managers.
Understand and influence the detail of day to day operating rhythms of your team but also be able to elevate your thinking to a strategic level and flex your communication styles based on varied audiences up to our most senior group leaders.
Utilise data-driven insights to work effectively with cross-functional teams to develop service capabilities and digitise processes that improve customer experience, while reducing the need for direct contact centre support.
What you'll bring
Exceptional leadership ability with prior experience in a large digital service environment leading large cross-functional teams with inspiring passion, vision and purpose with a specific focus on Customer and conversational AI.
Successful track record in delivery of Customer Service & experience strategies to drive key outcomes in digital including experience leading product teams.
Strategic thinking and problem-solving abilities, with a focus on innovation and continuous improvement.
Data driven and analytical with demonstrated ability to conceive and iterate product feature requirements based on data, analytics, and strategy.
Strong commercial and finance acumen, experience in managing large cost budgets and developing business cases.
What you'll experience
Innovate and be an integral part in driving the Digital Customer Service experience of Woolies X and the broader Woolworths Group
The opportunity to collaborate with some of the brightest and best minds in Australia
An exciting career - As our business grows, so do the opportunities for our people
Endless possibilities with 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
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.
We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.
You can learn more about working with us on or via . #LI #work180.
Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.