Woolworths

• Hybrid working opportunity, office based in Mascot NSW

• Champion the wellbeing and engagement of our Customer Care team

• Permanent Full time

We are Woolworths Group

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.

The Opportunity

The ANZ Engagement and Communications Lead is crucial in cultivating a thriving and engaged geographically dispersed workforce. You will champion the wellbeing and engagement of our Customer Hub/Care team members, fostering a positive, inclusive, and high-performing culture that embodies the Woolworths values. You will play a key strategic role in shaping the employee experience, from recruitment and onboarding to ongoing development, retention,change, and reward and recognition. You will act as a trusted advisor to the business, ensuring that our people are at the heart of all decisions.

What you’ll do

Reporting to the Head of Enablement, you will develop and implement initiatives related to recruitment, onboarding, engagement, communication, events, change, diversity & inclusion, and health & safety,partnering closely with contact centre leaders, Health & Safety, P & C, Enablement and Corporate Communications to ensure alignment and consistent relevant messaging.

You will:

• Develop and implement a comprehensive wellbeing and engagement strategy for the Contact Centres, aligned with Woolworths' values and business objectives, and within budget.

• Identify key focus areas and build strategic initiatives that drive team member engagement, wellbeing, inclusion, talent retention, remote work effectiveness, team & brand advocacy, and reduce unplanned leave.

• Track and analyse key metrics related to engagement, wellbeing, and retention (e.g. VOT, absenteeism, attrition, tenure, exit interview feedback).

• Provide concise, measurable results and actionable insights to the Customer Hub leadership and support teams, and drive accountability to address and improve.

• Lead the execution of Voce of Team program, analyse feedback, and implement action plans to address key themes and concerns.

What you’ll bring

• Demonstrated ability to develop and execute strategic plans, aligning initiatives with organisational goals.

• Deep understanding of wellbeing and engagement principles, best practices, and emerging trends.

• Excellent communication, interpersonal, and presentation skills, with the ability to build strong relationships and influence stakeholders at all levels.

• Proven ability to lead and manage organisational change, ensuring successful adoption and minimal disruption.

• Strong analytical skills and experience in using data to inform decision-making and drive continuous improvement.

• Ability to manage multiple projects and initiatives simultaneously, ensuring timely and effective execution.

• A passion for delivering exceptional customer experiences and a deep understanding of customer needs

• Experience in leading and motivating teams, fostering a positive and inclusive work environment.

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:

• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.

• Access to Sonder.  Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.

• 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.

• Attractive remuneration package, including base salary, super and performance-based incentive schemes

Endless possibilities with Woolworths Group

We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ 

Here you’ll be supported and empowered 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. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

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.

See how we’re creating better experiences together, for a better tomorrow

Discover more opportunities with Woolworths Group