Customer Experience Leader

About the role

Woolworths Supermarkets New Zealand is seeking a Customer Experience Leader to champion a customer‑focused culture across all in‑store and eCommerce touchpoints. You will drive service excellence, ensure smooth operations, and act as a key leader within the store.

Key responsibilities

• Lead daily operations of the Service Department, including cash handling, cleanliness and presentation of customer‑facing areas.
• Oversee accurate and timely fulfillment of online orders, maintaining product freshness and meeting customer expectations.
• Monitor and improve customer satisfaction by analysing service metrics, gathering feedback and resolving escalated issues.
• Conduct regular performance health checks and identify improvement opportunities within the department.
• Provide leadership support to the store, stepping in as Acting Store Manager when required and participating in team collaboration initiatives.
• Ensure a seamless, positive experience across all eCommerce channels, including in‑store support for online activities.

Required profile

• Strong problem‑solving and critical‑thinking abilities.
• Proven leadership skills with experience in delegation, coaching and performance feedback.
• Excellent communication skills for clear articulation of tasks, timelines and standards.
• Ability to interpret data and insights to drive accountability and timely delivery.
• Alignment with company values and willingness to work four weekend shifts per month, including at least one Saturday, one Sunday and one evening each week.

Required skills

What we offer

• Team discounts across Woolworths Group brands.
• Opportunities to contribute ideas and add value in a fast‑growing retail environment.
• A supportive, diverse culture that encourages collaboration and continuous learning.