Customer Experience Lead/Omni Pioneer

Summary about this job

Detail information about job Customer Experience Lead/Omni Pioneer. Terms and conditions vacancy

One eye on the big picture - while being comfortable driving out clarity and alignment of the smallest details, you will investigate and identify unmet needs for the customer through research, analytics, industry trends, prototyping and Test & Learn methodologies.

With the customer at the heart of everything you do, you will harness insights to inform and activate strategies, balancing delivery of new strategic initiatives against tactical optimisation of current technologies and business capabilities.

Focussing on key areas of the Customer Value Proposition, you will be responsible for creating experiences and delivering solutions that serve both our business and customers’ needs and aspirations.

You will drive productive cross-functional collaboration across the business, break down silos and focus on creating an environment that is laser focussed on a clearly articulated vision, to become a World Class Omni Retailer.

About the role

• You will be the voice of the customer, drawing out user stories through data, insights and customer empathy interviews; always seeking the absolute truth
• You will be comfortable designing and facilitating engaging workshops to harness the collective expertise of subject matter experts and decision makers to solve our customers’ biggest problems
• You will instigate, lead and accelerate Test & Learn experiments to obtain real customer feedback on early-stage ideas whilst creating a safe environment for failures
• You will be experienced in Agile practices and work iteratively with the team to produce testable solutions quickly using the scientific method and hypothesis led problem solving
• You have a Designer and Developer Mindset, comfortable both in creative and technical worlds with a good understanding of UX design and development processes
• You will lead, motivate and mentor cross-functional teams which you will assemble per-initiative to ensure the team is the right mix of skills and expertise for the problem you are addressing
• You will engage stakeholders and team members throughout solution development and ensure that prototypes are delivered on time/budget and through an Agile/iterative process
• You will host regular Showcases and publish case studies, ensuring that customer research and insights are shared widely across the business
• You will be a Story Teller and a Knowledge Broker; able to engage, influence, excite and inspire those around you
• Your experience in solution/service design, prototyping and working within a digital development team coupled with Design Thinking/Agile/Lean product development experience is highly regarded

About us

Home to iconic retail brands including Rebel, Supercheap Auto, BCF and Rays, Super Retail Group is transforming to become a world class omni-retailer. You will work with a team who are as passionate about their work and our products as our customers are about their own leisure interests, be it Sports, Health, Fitness, Auto or Outdoor Leisure.

Rewards and Benefits

• Customer Promoting work life balance through flexible work practices – ask us about flexibility
• Commitment to your professional development
• Ongoing opportunities for progression and succession planning
• Generous Team Member Discounts across all Super Retail Group brands
• Perks Program including discounts on health and well-being, entertainment, travel and accommodation and more