Senior Customer Experience Analyst

We are Woolworths Group | Ko Woolworths Tātou

We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose 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. 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 | Hei mahi

The Senior Analyst Customer Experience & Insights plays a vital role in connecting, analysing, and translating complex, multi-source data—including Voice of Customer (VoC), operational, transactional, and commercial metrics—into actionable strategic insights that drive brand preference, customer advocacy, and revenue growth across Woolworths New Zealand.

Reporting to the Head of Customer Experience & Insights but working closely with Senior CX & Insights manager this role leverages advanced AI-driven tools, Natural Language Processing (NLP), and predictive analytics to map customer journeys, isolate channel friction points and enhance customer experience outcomes.

As a critical partner to senior CX managers and broader business units, the Senior Analyst employs powerful data storytelling to translate complex technical findings into compelling, non-technical narratives, fostering an organisation-wide customer centric mindset and enabling robust, end-to-end commercial decision-making.

Key Responsibilities Of The Role

• VoC & Channel Touchpoint Transformation - Channel Touchpoint Mapping: Mine granular customer feedback across digital app, web, in-store, and fulfillment channels to trace end-to-end customer journeys and identify critical friction points.
• Data Analytics - AI Tool Integration: Pioneer the use of modern AI analytics tools, prompt engineering, and automated reporting frameworks to accelerate time-to-insight and elevate analytics capabilities.
• Business Partnering & Commercial Storytelling - Strategic Insights Narrative: Working closely with Senior CX and Insights manager, synthesize complex VoC and channel feedback into compelling, human-centric strategic narratives and data packs for senior leadership decision-making
• Continuous maintenance and enhancement of NPS, CSAT, and customer effort measurement across all channels.
• Quarterly and ad-hoc analytical syntheses detailing shopper sentiment, value perception, and channel satisfaction.
• Strategic data decks and visual frameworks translating customer feedback into clear trade and operational actions.
• AI Workflow Optimisation: Implementation of new AI tools and methodologies to continually improve data extraction and reporting speed.
  
  

What are my Key Results/KPI’s?

• Customer Experience, Brand perceptions and Advocacy uplift: Improvement in key strategic customer metrics as defined by NZ business i.e First choice, Brand advocacy NPS, Channel NPS
• Insight processing & Velocity: Significant reduction in turnaround time for synthesizing VoC data using automated AI text-analytics tools.
• Friction Resolution Impact: Measurable improvement in channel CX metrics (NPS/CSAT) resulting from VoC-driven operational fixes.
• Insight Adoption: High engagement and uptake of VoC dashboards and channel performance metrics by internal business partners.
• Deliverable Quality: High precision, storytelling clarity, and analytical rigors of insight summaries provided for strategic decision-making
  
  

What you’ll bring | Hei koha

• Strong expertise in working with unstructured text data, sentiment analysis, NLP platforms (e.g., Thematic), and CX measurement metrics (NPS, CSAT, Effort).
• Demonstrated passion and practical skill in utilizing AI data tools, machine-learning analytics, SQL, Python/R, or Power BI/Tableau.
• Proven capability to translate raw customer feedback into commercial recommendations and compelling executive narratives.
• Continuous drive to explore emerging AI technologies and modernize analytics workflows.
• 4–6+ years of progressive experience in customer insights, VoC analytics, or CX quantitative research within retail, FMCG, or consumer-facing industries.
  
  

What you’ll experience | Ngā Huanga

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

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams
• High-impact role supporting our teams who enrich our communities.
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
• 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.
• 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.
  
  

Endless possibilities with the 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 | No Woolworths tātou

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.