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Head of Insights, Innovation & Platforms
Full-time
The Head of Insights, Innovation & Operations is a forward-thinking leadership role responsible for turning customer and market insights into intelligence for Woolworths Group. You will own the evolution of the customer experience and insights platforms, establish a customer intelligence layer and conversational insights, and embed a roadmap of AI insights products, rapidly transforming customer listening and analytics capabilities while reducing the latency to insight.
What you'll do
Lead a customer intelligence squad and partner with Group teams to establish an intelligence layer and conversational insights.
Establish and embed a comprehensive roadmap of AI insights products to drive better customer experience decisions.
Accelerate AI capabilities across the Customer and Market Insights teams and reduce latency to insight.
Operate and evolve core Customer Experience and AI Insights Platforms in partnership with the business.
Manage customer data governance across platforms to ensure the integrity of customer data and insights.
Manage critical vendor relationships and lead the evolution of Customer Experience Platform capabilities.
Collaborate with the broader Customer Intelligence & Insights team to embed capabilities and drive utilisation.
What you'll bring
Strong AI credentials with the ability to rapidly transform traditional analytics.
Proven background leading multidisciplinary technology teams and managing enterprise CX platforms (ideally Medallia and Qualtrics).
Exceptional stakeholder engagement skills across matrix environments to drive capability adoption.
A relentless bias to action, capable of driving strategic transformation at pace.
An active pulse on the evolution of AI, insights, and CX technology, translating advances into capability roadmaps.
