Analyst - Voice of Customer

Job Description

Title: Analyst - Voice of Customer

Company Name: Woolworths Group

Vacancy: 1

Job Location: Sydney

Employment Status: Full Time

Analyst - Voice of Customer

Analyst - Voice of Customer

  • Bella Vista based, with WFH flexibility
  • Play a key role in the Customer Analytics and Advocacy team
  • Collaborative team environment

At Woolies, we consistently challenge ourselves to create better experiences together for our customers.  In this role, you will champion what our customers say and do through analysing complex and varied data sets to create stories for stakeholders that drive actionable outcomes.

This role will support the broader Customer Analytics and Advocacy team to evolve the connection of analytics and insights to deliver clear, compelling customer stories to inform business strategies.

About the role:

Working closely with key stakeholders to understand business questions, this role will manage a blended pipeline of work ranging from regular monitoring to responsive deep dives into focus topics.  Your curiosity for customer behaviour coupled with your analytical capability will see you effectively unearthing meaningful insights from customer attitudes  (voice of customer) and shopping behaviour (scan, panel, transaction and loyalty card data). Confidently consulting and collaborating with others to surface how our customer needs are evolving. Crafting these insights into stories and meaningful recommendations for our teams to act on is a critical part of the role.  

This role will be an opportunity for you to leverage customer analytics to drive change within the business through insight led recommendations and make a positive impact on the quality of experience to Woolworths’s customers.

Responsibilities will include, but are not limited to:

  • Contribute to evolving  our customer data analysis capability for Voice of Customer (Food Group) to draw actionable insights from data
  • Develop deep insight into customer behaviour (who are we leaking, where to, what products are we losing, impact of existing actions, growth opportunities) 
  • Consult and collaborate with confidence across the business to strengthen ideas
  • Anticipate the financial and customer impacts of recommendations
  • Build relationships with the customer community and business teams to understand most important topics across the business
  • Support a structured process for evaluating strategies and initiatives from a customer perspective
  • Build customer capability with key stakeholders/teams by providing training and regular catch-ups

About you

We are looking for a curious minded, collaborative analyst with a genuine interest in understanding customer behaviour better.

We’re looking for someone comfortable working with large data sets, with the ability to find and tell the data story in a compelling way.

Requirements:

  • Some previous experience working in analyst role, approximately 1-3 years
  • Show evidence of clear analytical thinking, capable of breaking information into components, patterns and relationships
  • Have the ability to think critically, can challenge and be challenged
  • Checks and challenges own conclusions and thinks through the implications and alternatives
  • Strong presentation skills to explain complex analytical concepts
  • Strong quantitative or qualitative background with experience working with large datasets 
  • Experience with customer data - optional
  • Experience using agency tools for analysis an advantage e.g.Medallia,  Quantium, Nielsen, IRI, Tableau
     

Joining the Group

As an inclusive, team-first company, our people are at the core of everything we do. 

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage and we are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. 

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing. 

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI

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.

 

Analyst - Voice of Customer

  • Bella Vista based, with WFH flexibility
  • Play a key role in the Customer Analytics and Advocacy team
  • Collaborative team environment

At Woolies, we consistently challenge ourselves to create better experiences together for our customers.  In this role, you will champion what our customers say and do through analysing complex and varied data sets to create stories for stakeholders that drive actionable outcomes.

This role will support the broader Customer Analytics and Advocacy team to evolve the connection of analytics and insights to deliver clear, compelling customer stories to inform business strategies.

About the role:

Working closely with key stakeholders to understand business questions, this role will manage a blended pipeline of work ranging from regular monitoring to responsive deep dives into focus topics.  Your curiosity for customer behaviour coupled with your analytical capability will see you effectively unearthing meaningful insights from customer attitudes  (voice of customer) and shopping behaviour (scan, panel, transaction and loyalty card data). Confidently consulting and collaborating with others to surface how our customer needs are evolving. Crafting these insights into stories and meaningful recommendations for our teams to act on is a critical part of the role.  

This role will be an opportunity for you to leverage customer analytics to drive change within the business through insight led recommendations and make a positive impact on the quality of experience to Woolworths’s customers.

Responsibilities will include, but are not limited to:

  • Contribute to evolving  our customer data analysis capability for Voice of Customer (Food Group) to draw actionable insights from data
  • Develop deep insight into customer behaviour (who are we leaking, where to, what products are we losing, impact of existing actions, growth opportunities) 
  • Consult and collaborate with confidence across the business to strengthen ideas
  • Anticipate the financial and customer impacts of recommendations
  • Build relationships with the customer community and business teams to understand most important topics across the business
  • Support a structured process for evaluating strategies and initiatives from a customer perspective
  • Build customer capability with key stakeholders/teams by providing training and regular catch-ups

About you

We are looking for a curious minded, collaborative analyst with a genuine interest in understanding customer behaviour better.

We’re looking for someone comfortable working with large data sets, with the ability to find and tell the data story in a compelling way.

Requirements:

  • Some previous experience working in analyst role, approximately 1-3 years
  • Show evidence of clear analytical thinking, capable of breaking information into components, patterns and relationships
  • Have the ability to think critically, can challenge and be challenged
  • Checks and challenges own conclusions and thinks through the implications and alternatives
  • Strong presentation skills to explain complex analytical concepts
  • Strong quantitative or qualitative background with experience working with large datasets 
  • Experience with customer data - optional
  • Experience using agency tools for analysis an advantage e.g.Medallia,  Quantium, Nielsen, IRI, Tableau
     

Joining the Group

As an inclusive, team-first company, our people are at the core of everything we do. 

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage and we are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. 

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing. 

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI

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.

 

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