Woolworths

• Permanent role
• Can be Sydney (Norwest) or Melbourne (Mulgrave) based with hybrid working
• Specialised role working with the Medallia platform

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

The Senior Analyst - Group Listening supports deploying and managing the technology of the Medallia Experience Cloud platform for Woolworths Group. You will partner with the Voice of Customer Program Coordinators for all Businesses and the Group Voice of Customer Program Manager at Woolworths Group helping us improve in the eyes of our ultimate judges, our customers which we welcome into our stores each day. You will work with Medallia’s cutting-edge technology and tackle real business problems, as well as gaining exposure to the business. But most importantly, you get to help us continue to build on our Customer, Team and Brand 1st Culture.

This role will be responsible for managing the day to day pipeline of work for the Medallia Servicing Team while supporting every aspect of the technology behind the Medallia Experience Cloud Platform. The tasks will vary from designing and implementing our software for new parts of our business, to enhancing and managing our live programs.

• Participate in VOC program design, implementation and review processes. 
• Identify improvements to our feedback products and processes. 
• Utilize Medallia software knowledge to configure surveys, reports and program enhancements. 
• Work with senior team members to carry out customer implementations and program enhancements 
• Participate in the implementation design, setup, and review processes
• Engage in new product launches with Medallia Engineering and Marketing.
• Provide support to business meetings by leveraging in-depth Medallia system capabilities, such as ABRs & QBRs.  
• Work with teams in resolving technical/system related inquiries
• Provide quality assurance support when providing features to Business Units 
• Provide support when analyzing large sets of data.
• Build long-standing customer relationships by improving our customer feedback programs. 
• Establish a regular operating rhythm to make sure the deadlines of the business are met in a timely and appropriate manner. 
• Provide the teams with recommendations on the best solution for the required task

What you’ll bring

We are looking for someone who is well versed in the Medallia platform and its capabilities and can bring this knowledge to solving business problems.

This role requires working with a wide variety of stakeholders from different business units across Woolworths so excellent communication skills are essential.

• Prior backend platform experience with Medallia Experience Cloud and Medallia Digital 
• Familiarity with Google Cloud Platform and SQL would be highly beneficial
• Ability to think logically and laterally
• Love technical problem-solving and are passionate about learning and stretching yourself, from picking up JavaScript and XML to honing your stakeholder and customer-facing skills
• Have fantastic attention to detail, and excellent analytical and communication skills
• Have a strong interest in consumers and retail

What you’ll experience

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:

• 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.
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
• High impact role supporting our teams who enrich our communities. 
• 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.  

Everyone belongs at Woolworths Group

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.