To ensure development, alignment and prioritization of Woolworths customer strategy across the business, including responsibility for integrating into all new proposition and product developments (across Foods, FBH, Marketing and WFS) any insights that will impact the customer and persuade and direct the ultimate design outcome. To build strategic relationships into all aspects of the Foods and/or FBH businesses. To be a key influencer of customer experience design and implementation.
Key Responsibilities
- To develop a deep understanding of all customer insights, propositions and commercial processes that impact on the customer journey across divisions and channels in order to ensure that all components are considered and represented in the integration of insights and proposition design.
- To develop effective relationships with the marketing, WFS, Foods and FBH teams to understand their challenges and priorities and customize the insights integration strategy accordingly.Support the Customer Insights & Advanced Analytics manager as a key influencer and trusted source with regards to all commercial proposition and product design decisions and customer health.
- Design and clearly articulate the desired Woolworths customer strategy and prioritize key drivers per customer segment
- Analyse customer data (transactional, behavioural, attitudinal) and distil it into clear commercial insights
- Ensure the provision of meaningful customer information that is accessible, practical & user-friendly and which represents one single view of the customer from different data sources (internal insights data & external research & data) and all Insight reports delivered via the Customer Insights and Analytics area. This role is not responsible for generating the insights, but rather for presenting both existing and new insights as concepts that can be easily consumed by the business in their decision making, by synthesizing presentations/data into concise, actionable summaries/summary views.
- Act as an interface between insights and the business units, compiling requests for information for prioritization. Ensure that the full scope of the business requirement is understood and communicated. Review output of Customer Insights & Analytics team to ensure quality and consistency, and an output that meets the objective of guiding the business units and informing their strategy. Execute the Analytics and Insights briefing process and demand management work flows.
- Support the Head of Customer Insights & Advanced Analytics in the delivery of a business communication plan to entrench the customer perspective into day-to-day business for everyone at Woolworths (from Divisional Director through to stores staff). Succinct summary of insights tailored to the needs of each business area to be delivered.
- Socialise and report Customer KPIs at BU level (incl. stores). Ensure constant measurement against these (at least monthly) to ensure that customer metrics remain top of mind and embedded in all strategic and operational segments.
- Finalise & roll out of Customer KPIs at corporate & BU level (incl. stores)
- Co-develop a lifecycle strategy per segment, with the loyalty team.
- Connect cross-functional data (loyalty, digital, trade, product, operational) to build end-to-end customer stories.
- Present to senior stakeholders with credibility, simplicity and impact.
- A 3 year Degree/Diploma in Commerce, Marketing, Science or Business Science or any related field of study is essential.
- 3 6 years experience working with customer strategy and insights generation: integrating disparate sources of information into coherent business messages easily translatable to strategy/actionable commercial decisions
- Up to 5 years experience in customer strategy design and implementation and customer insights
- Experience in effectively interacting across multiple BUs
- Experience in retail /Foods/FBH / category management/ commercial analysis / loyalty /CX is an advantage
- Ability to work in a new team align around a common purpose
- Emotional competence able to recognize and deal sensitively with emotional issues
- Pioneering visionary pioneering paving the way forward in pursuit of the vision
- Empowering self self-motivated and.
- Comfortable working with ambiguity and shaping structure
- Challenges the status quo constructively question the way things are being done and is a catalyst for change
- Motivating and inspiring inspire others and has an in-depth understanding of what motivates people, able to inspire and motivate a team of specialists
- Strong stakeholder and cross-functional management skills good influencing and negotiation skills
- Leveraging Diversity values differences and leverage diversity in skills, attitudes and ideas
- Exceeds customers expectations quality and service orientated, attentive to needs of customers and other stakeholders
- Authenticity expresses views honestly and in accordance with what I believe in
- Creativity and innovation thinks beyond the current boundaries and implements innovative ideas
- Energetic and resilient sustains energy, motivation and resilience in times of stress
- Evidence based thinking identifies core issues by examining evidence gathered from relevant sources. Ability to apply insights directly to measurable commercial decisions
- Outcome-focused works efficiently to deliver outcome focused targets
- Logical analysis reaches valid conclusions using clear rationale and logic. Ability to translate large volumes of data into simple structured data descriptors and processes.
- Accountability and ownership takes personal responsibility for outcomes and is accountable for commitments
- Balanced analytical and creative thinking style with the ability to convert into insight
