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 ensure seamless, positive interactions for shoppers both in‑store and online while supporting the broader Service department.

Key responsibilities

• Lead daily operations of the Service Department, including cash handling, store cleanliness, and presentation of customer‑facing areas.
• Oversee accurate, 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 opportunities for departmental improvement.
• Provide leadership support to the store, act as Acting Store Manager when scheduled, and actively participate in team collaboration initiatives.

Required profile

• Strong problem‑solving and critical‑thinking abilities with a collaborative mindset across functions and stakeholders.
• Proven leadership skills, including delegation, progress monitoring, coaching, and delivering constructive feedback.
• Excellent communication skills to clearly articulate tasks, timelines, responsibilities, and performance standards.
• Ability to interpret data insights, demonstrate accountability, and deliver work objectives on time.
• Behaviours that align with Woolworths values and a willingness to work four weekend shifts per month (including at least one Saturday and one Sunday) and one evening each week.

Required skills

What we offer

• Team discounts across Woolworths Group brands.
• A robust rewards program that recognises purpose‑driven work.
• Access to Sonder – free, confidential 24/7 personalised financial and medical support.