VOC Insights Manager

Insights Manager - Voice of Customer

• Fixed term contract role - 9 month term
• Utilise data to drive customer-led initiatives for Woolworths Insurance
• Flexible and hybrid working environment - Surry Hills office location

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.
 

What you’ll do

As a VOC Insights Manager, in the Customer Insights Center of Excellence (COE), you are responsible for analysing customer feedback, generating insights, and communicating actionable findings to business stakeholders.
This role will primarily be responsible for managing the Voice of Customer program for the Woolworths Insurance business. You will work within the Insurance Tribe and be the primary contact for ongoing customer feedback streams in the Woolworths Insurance businesses, and represent our customer’s voice in the business. As part of a larger team, you’ll also collaborate on other Voice of Customer streams to ensure consistency and broader ecosystem insights.

• Managing several streams of customer feedback that make up the VOC program for the Woolworths Insurance business 
• Develop surveys, run analysis, generate insights and use storytelling to characterise customer experience
• Generate insights and use storytelling to characterise customer experience
• Strong focus on the “so what” from the insights and identifying use case and opportunities for insights
• Clarify customer feedback and assist squads in the practical implementation of those insights

What you’ll bring

The role is geared around the translation of data into insights, and geared around a range of customer focused projects. Your expertise in identifying opportunities and communicating those to the wider team means that you will drive customer-led initiatives for the Insurance Tribe, EverydayX, and WooliesX more broadly.
You’re data savvy, motivated to deliver research, and passionate identifying insights, keeping our customers at the forefront of everything we do. 

• 5+ years experience in research, or managing a voice of customer research program
• Ability to analyse tracking data effectively, strong ability to use Tableau or Q for data analysis. 
• Strong ability to engage internal stakeholders, formulate insights based on data, and present findings in a compelling way
• Ability to manage multiple projects simultaneously, and work effectively in working in a multi-stakeholder environment
• Highly developed written and verbal communication with excellent interpersonal skills.
   

What you’ll experience 

We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!

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.  

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 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.