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Customer Experience Design Lead

Kmart Australia & NZ

Location: Mulgrave

Job Type: Full time


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.

Reporting to the Customer Strategy Manager, this role will work across functions to identify critical customer journeys, and shape how they are improved to enhance customer experience and remove customer pain points, while advocating a strong customer-centric culture.

What You’ll Be Doing

As the Customer Experience Design Lead, you will:

  • Lead and facilitate design sprints to improve the customer experience for a range of different customer journeys

  • Plan and implement appropriate changes to provide a world class customer experience.

  • Represent the customer across strategic projects and initiatives, identifying opportunities and risks that may impact the customer experience

  • Manage and socialise our customer journey maps across the organisation

  • Develop insights, both qualitative and quantitative, to identify the biggest opportunities to improve customer experience, loyalty, and frequency of visitation

  • Partner with Customer Research and Analytics teams to analyse customer behaviours, complaint drivers, pain points, current market trends and customer expectations to inform the strategy and delivery roadmap.

  • Advocate a customer-centric culture across the organisation.

To Be Successful in This Role You’ll Have

  • 3+ years in CX design and implementation

  • Project management experience

  • Customer journey mapping experience

  • Led and facilitated ideation and mapping sessions

  • Proven ability to work effectively in an environment of high activity, competing priorities and time pressures.

  • Strong risk management and mitigation experience

  • Strong interpersonal skills, including the ability to make effective presentations and communicate with influence

  • Excellent stakeholder management skills

  • Strong problem-solving skills, including using data and insights to drive recommendations

Benefits we’ll offer you:

  • Benefits we’ll offer you:

  • Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy

  • A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks

  • A free OnePass membership offering free delivery across Kmart, Target & Catch on eligible products

  • Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers!

  • We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program

  • Free onsite parking when you’re required to come into the office

  • We offer inclusive parental leave and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances

  • A dynamic learning and support program

  • Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor

  • In-house café that serves breakfast, lunch and includes a collaborative space to work in

  • Reflection room, space for prayer, meditation, or time for yourself

  • Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes

  • Regular product sample sales with tonnes of discounted items to purchase

  • Wesfarmers is Kmart’s parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement

  • Great career opportunities across the broader Wesfarmers Group

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 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.