- Dedicated learning and development across our UX practice
- Make your mark as part of the team building growth through loyalty experiences
- Surry Hills based with flexible working option
If you’re driven by a customer mission and passionate about being part of a tribe of great people, join us at WooliesX.
Our story
As a start-up business inside one of Australia's largest retailers, WooliesX aims to bring the best of Woolworths to our customers, powered by our team, technology and data. To achieve our customer 1st strategy, we have combined the Digital, eCommerce, Customer Loyalty and Financial Services businesses to transform the customer experience under one banner - WooliesX.
Having been awarded the Canstar Blue Award for No.1 in Customer Satisfaction for online groceries, and more recently being voted the most popular Loyalty Program in Australia, we’re proud of the work we do and are being recognised for delivering innovative and best in class service that is convenient, frictionless and personalised to our customers.
With an industry leading technology team, backed by analytics, we’re resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an awesome experience for our customers - no matter whether they choose to shop in-store, or online. We are currently expanding our agile capability, across the whole of WooliesX.
The Position
As a Senior UX Designer, the purpose of the role is to build experiences and products that anticipate customer needs and remove friction from key interactions points on the connected customer journeys.The role is to partner with the squad and stakeholders to uncover and understand customer needs to design, develop and launch the new value proposition to customers. They will deploy design-thinking tools & techniques to perform organisational design and user experience design initiatives while maintaining alignment with strategic business objectives.
Specifically, you will focus on the investigation, validation & design of market-ready products & services informed by rigorous customer research to minimise risk and to enable cross-functional stakeholders to maintain focus on solving for well-defined customer needs.
The distinct role the UX Designer will play is to develop and maintain an understanding of business objectives and customer needs in order to identify, develop and commercialise compelling concepts to target markets. This will be achieved by partnering with the squad and key stakeholder groups to form product vision, focus areas and measures of success.
The leading indicator of success is to guide a disciplined approach to timely & refined launch of business initiatives that create a positive impact on our customers’ lives and in order for Woolworths to launch sustainable products and services to market.
Further, in this role your responsibilities will be to;
Partner with the Team to:
- Develop & adopt a team vision, goals & guiding principles to help inform how we engage business units
- Identify, understand & validate hypotheses for internal & external customers to enable our business to establish an empathetic understanding and shared focus on outcomes
- Design & implement a suite of digital tools & practical frameworks that allow business units to identify, assess, design, validate, implement, measure & iterate upon their own products & services.
- Ensure all CVPs are created with global experience patterns so they do not feel fractured across e2e journeys in our ecosystem, collaborate with other designers in the Rewards Chapter to create consistent experiences.
- Drive user-centric design principles to everything you do, moving quickly, iterating rapidly and keeping the customer at the heart of everything you do which lead to customers success and delight
- Identify design problems and devise simple, intuitive and delightful solutions
- Conduct research, design, and user testing activities during the life cycle of a project
- Create UX artefacts such as wireframes, customer journey maps, user flows, sketches, interactive prototypes
- Solid understanding of UI and visual design across responsive and mobile first also partnering with UI designers in the team
- Ability to communicate effectively and translate your customer solutions to a range of stakeholders
Core competencies & activities:
Understand the industry & big picture
- Identify insights from prior research, whitepapers, existing customer feedback
- Maintain understanding & contextual knowledge of global standards and innovation in other industries that can be repurposed for the context of our own business through competitive & comparative analyses
- Define key experience principles & guide stakeholder groups
Understand the problem/opportunity in the context of the customer & business
- Ensure Customer, Business and Technical problems/opportunities are mutually understood, outcome-oriented & framed in the context of the customer
- Alongside the Product Manager, build & maintain relationships with key stakeholders through each stage of the product lifecycle from H1 to go-to-market stage to ensure buy-in and team alignment
- Validate ‘problems’ and ‘opportunities’ with quantitative data with existing research data as well as the internal Data/Customer Insights & finance Teams team to ‘size up’ the business impact of solving each customer problem
- Engage teams & relevant stakeholders development of hypotheses & 'big questions' to feed into discovery research
Understand customer needs & ways to satisfy
- Identify best practice for research method to help validate hypotheses & understand the customer problem/opportunity
- Partner with embedded UX designer within each business unit to conduct preliminary exploratory research
- Develop concepts & identify measures of success
- Partner with UX Designers embedded within business units & squads to develop concepts and conduct tech feasibility analysis to feed into our product squads for sizing, building and implementation within the business
- Partner with UX Designers embedded within business units & squads to develop ‘future state’ product & service concepts to enable market readiness by validating with customer research
- Engage relevant teams & stakeholders for ideation of ‘ways to satisfy’ prioritised problems & opportunities from research
- Alongside the Product Manager, Identify and set OKRs / KPIs for MVP concepts to secure the continued investment from Woolworths’ senior executive leadership team which is manifested in budget, resources and trust.
- Alongside the Product Manager, partner with broader stakeholder group to identify and implement measures of succes.
Launch, then listen, learn & act
- Work closely with the embedded UX Designers to design, launch, test and improve digital products that exploit the latest technological developments to support customer needs and business objectives
- Identify and execute upon continuous improvement initiatives by using existing customer insights, data and SME perspectives
- Identify opportunities for further refinement of ‘launched’ Products and Services
Personal Qualities for this position:
- Be entrepreneurial & progressive by taking an idea from concept stage through to market launch by building relationships with talented people motivated by a shared vision.
- Be comfortable with ambiguity and uncertainty by taking ownership of complex business problems, understanding the customer or internal ‘problem’ at hand and identifying the right people to execute on the best solution.
- Be empathetic by demonstrating empathy to understand stakeholder needs and involve them in design research and testing initiatives to allow them to build their own empathy for customers and reduce resistance towards change.
- Be influential by eliciting team members’ motivation, positive mindset and buy-in across multiple stakeholder groups by getting the wider team involved in the research and design processes.
- Be accountable by establishing and maintaining ownership and accountability whilst simultaneously enabling other team members to self-lead their work.
- Be a strong communicator & story-teller by articulating a compelling path forward for products, services or new venture creations with the ability to understand the audience and tell poignant stories backed by well-considered research insights and data.
- Be generous & helpful by skilling-up and teaching business stakeholders about design-thinking methods and techniques to identify and prioritise business decisions with a customer-centric lens.
- Be astute to understand the customer and business landscape swiftly in order to ask better informed questions.
- Be inquisitive, curious & objective Understand, investigate and articulate multiple different, and sometimes conflicting, inputs (data, qualitative feedback, hypothesis, etc.) into a common point of view for the audience that is easily understood.
What's in it for you?
- An attractive remuneration package - including base salary, super and annual bonus.
- Added benefits - Including staff discounts, flexibility to work from different sites, healthcare, social club and much more (Site dependant).
- Tech options - Woolworths are the largest employer of Google Apps in Australia, are early adopters of Agile and have BYOD options too.
- Work variety - The opportunity to work on multiple brands and sizable initiatives.
- Training and Education - We pride ourselves in helping you realise your potential and give you the opportunity to be innovative.
- An exciting career - As our business grows, so do the opportunities for our people.
As an inclusive, team-first company, our people are at the core of everything we do. As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. We value diversity and aim to create a vibrant and inclusive workforce which reflects the communities we serve.
Sound like your next opportunity? Apply now or head along to www.wowcareers.com.au to discover more!
We’re also social! - connect with us through # LI LinkedIn, Facebook or via www.wowcareers.com.au
Joining the Group
As an inclusive, team-first company, our people are at the core of everything we do.
We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.
As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.
We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.
We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.
We’d love to hear from You
If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180
Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.
