Senior Customer Analyst

Senior Customer Analyst

• Permanent role
• Flexible and hybrid working environment with office locations in Norwest and Surry Hills
• Work on a range of high impact strategic projects for various Woolworths Group business units

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose - ‘to create better experiences together for a better tomorrow.' It's that Purpose that 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 that reflects the diverse communities we serve. 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

The purpose of the Senior Customer Analyst role is to support the Group Customer Analytics team to deliver high quality customer focussed reporting through continued automation and improvement of regular reports.
In addition to this, the role will be responsible for managing projects or key work streams in major projects, coordinating with teams and providing strategic advice. This includes pulling data using SQL, Medallia, Q.Portal or other systems to generate insights, and crafting stories with meaningful recommendations for our teams to act.

Responsibilities will include, but are not limited to:

• Problem solving key business questions
• Structuring problems and defining the plans of action to solve them
• Extracting insights from complex analysis, using a variety of data sources (i.e. transactional, loyalty, verbatim)
• Project manage smaller projects or key work streams in major projects
• Running stakeholder meetings
• Inject strategic and innovative thinking into the issues that the business faces
• Influence key stakeholders to deliver impactful change
• Support the team with continued technical development

What you'll bring

Passion for customers, curiosity, willingness to solve problems, adaptability, and analytical capabilities are key attributes for this position. The Senior Customer Analyst will play an important role in some exciting new projects with the ambition to take listening to our customers and team to the next level.

As customer behaviours and our external environments are constantly changing, so too are the projects and strategic initiatives required from this role. It requires someone versatile and adaptable to change. A strong communicator with no fear to dive into new analysis or dissect different data sets - whether that be voice of customer scores, transactional data, or market insights. The role requires someone who has both strong technical know-how and strategic thinking, enabling end to end delivery on projects.

This role works closely with different business units within the Woolworths Group (i.e. WooliesX, ConnectedX, Metro, BIG W), commonly managing multiple projects at any one time so we are looking for someone who is adaptable and resourceful.

• A passion for driving customer experience and belief in the Woolworths Group purpose ‘We create better experiences together for a better tomorrow'
• Advanced proficiency in SQL; additionally experience with data visualisation tools (e.g. Tableau, Power BI or Looker) would be advantageous
• Excellent stakeholder management skills and the ability to build positive relationships across a matrix organisation
• A proactive mindset and appetite to seek continuous improvements
• Extremely organised with the ability to manage multiple requests within the sprint
• Curious to better understand the customer, and how customer insights can help inform decision making across our retail ecosystem
• Show evidence of clear analytical and critical thinking, capable of breaking information into component parts, patterns and relationships
• Comfortable with data, with the ability to synthesise multiple data points (customer behaviour and sentiment) to identify insights / trends, and establish recommendations / implications for the business
• Storytelling experience (including building data-driven and visually compelling narratives)

What you'll experience

Our Team Members are at the heart of everything we do and we're always looking for ways to support your career journey and reward great work:

• 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.
• A global business with endless career possibilities around every corner and across every discipline - with valuable exposure to a vast and exciting business network.
• High impact role supporting our teams who enrich our communities.
• 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.
  

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 LinkedIn or via www.wowcareers.com.au. #LI #work180. #Hybrid

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.