K MART Australia Ltd

Brighter Futures Start here

As Australia’s biggest and most loved retailer, we’ve been brightening up everyday life for families for over 50 years. At our stores, distribution centres, and offices in Australia and New Zealand. All around the globe. Our diverse and inclusive 47,000 strong team come together for a common cause. Giving families easy access to our on-trend products and incredibly low prices – it’s the heart of everything we do.

As a leader in the retail market, we’re optimistic about our future and yours. We’re relentless in our pursuit for results, but changing at a rapid rate, giving you challenging work that you’ll be proud of. We celebrate your uniqueness and individuality. Because at Kmart it’s not just what you do, it’s who you are that makes every day living brighter.

Join the team

We have established a new centralised Customer Experience, Insights and Analytics unit to build a deeper understanding of Kmart’s customer behaviour and drive customer centric decision making throughout the organisation.

This role will lead CX Strategy and Design for Kmart, working across functions to identify critical customer journeys, and shape how they are reimagined and improved to enhance customer experience and remove customer pain points.

What You’ll Be Doing

As the CX Strategy Manager you will:

• Lead the development and delivery of Kmart’s Customer Experience Vision.
• Define a consumer journey framework covering all aspects of Kmart’s business, reviewing touchpoint experience highlighting gaps and opportunities, and define transformational opportunities across marketing, product, and store/online environment
• Partner with Customer Research and Analytics teams to analyse complaint drivers, customer pain points, current market trends and customer expectations to inform the strategy and delivery roadmap.
• Work with Kmart’s Senior Leadership Team to align on priorities, develop road map for improvement
• Develop insights, both qualitative and quantitative, to identify the biggest opportunities to improve customer experience, loyalty and frequency of visitation
• Set up and manage a series of design sprints to improve the customer experience for priority journeys, identifying and trialling changes to provide a world class customer experience (e.g partnering with our Online and Store design team to rework our click and collect experience for customers)
• Provide support to business functions to coordinate and manage interdependences to ensure effective cross-functional execution of the road map
• Partner with Customer Analytics team to measure the value of CX improvements to NPS and financial outcomes
• Define, agree and embed primary customer metrics for programme and organisational reporting
• Develop and lead a high performing CX Design team
  

To Be Successful In This Role You’ll Have:

• 10+ years in CX strategy, design and implementation
• Strong Human Centred Design leadership experience
• CX Strategy development experience from top tier consulting firm or leading corporate
• Visionary thinker but also pragmatic and efficient doer
• Proven ability to work effectively in an environment of high activity, competing priorities and time pressures.
• Extensive experience leading complex cross-functional projects
• Strong interpersonal skills, including the ability to make effective presentations and communicate with influence
• Excellent people leadership and stakeholder management skills
• Strong problem solving skills, including using data and insights to drive recommendations

Benefits we’ll offer you:

• A dynamic learning and support program
• Competitive remuneration
• Flexible working through our Flex Where, Flex When, Flex Well policy
• A discount card for Kmart, Target, Officeworks and Bunnings, plus other benefits
• An inclusive, fun recognition program
• A bonus program (where eligible)
• Development opportunities across Kmart Group (comprised of Kmart, Target and Catch) as well as the broader Wesfarmers Group.
• Wesfarmers Share Plan access (where eligible)
  

We’re here to make everyday living brighter

From humble beginnings in Burwood East, Victoria, in 1969, we’re now an essential part of 300 communities, and proud of it! From bedding to apparel to kitchenware and beyond. We’re designing and creating the products people reach for every day. In-store, online, or Click & Collect – getting the products we love into the hands of happy customers is what we aim to do best. From the remote outback to coastal towns and big cities, and everywhere in-between. We’re progressive in our pursuit to create seamless customer journeys for satisfied shoppers.

A place you can belong

At Kmart, we celebrate the rich diversity of the communities in which we operate and are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe irrespective of your gender, ethnicity, indigeneity, religious beliefs, education, age, disability, family responsibilities, sexual orientation and gender identity and we encourage applications from all candidates.

We believe that everyone should have the opportunity to do well when applying or working at Kmart, therefore we encourage you to share any feedback by emailing diversity@kmart.com.au if you would like any adjustments.

If you would like to explore a career with Kmart and this sounds like the perfect role for you – apply now!

Phone screening and interviews will occur prior to the closing date of this advertisement. Candidates interested in this position should apply directly to this advertisement as we are not accepting applications from recruitment agencies. As part of our recruitment process, we will be conducting Pre-Employment Checks with our successful candidates – this will include a police check. Talent Acquisition will provide further updates to candidates as they progress through our recruitment process.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.