Customer Analytics & Insights Lead - Hawthorn East

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

About the team

As the way we shop continues to evolve, our Digital team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we’re constantly looking at ways to create differentiated, omni-channel experiences for our customers and build the next generation of digital retailing.

About the role

Directly reporting to our Group Manager of Analytics & Insights, this is a highly sought out role in a full-time and permanent capacity, embedded in the Digital Analytics & Insights team. 

As a Customer Analytics & Insights Lead, you will play a critical role in leveraging customer data to drive business decisions, improve customer engagement, and optimise business performance. This role is hands-on and will require you to query complex data and analyse customer behaviour, transforming these into meaningful insights and recommendations. 

You can expect to: 

• Lead the end-to-end process of analysing customer behaviours, trends, and preferences across digital platforms and brick-and-mortar stores
• Develop, implement, and refine customer segmentation models to support personalised trade campaigns and targeted product offerings
• Partner closely with cross-functional teams, including Product, Merchandise and Trade to embed customer insights into strategic and operational initiatives
• Build and maintain predictive models to forecast customer behaviours, lifetime value, churn risk, and other key metrics, using advanced analytical techniques
• Design and deliver intuitive reports, dashboards, and presentations to communicate findings and recommendations effectively to key stakeholders
• Identify and drive opportunities for improving the customer journey, using both qualitative and quantitative data
• Provide guidance and mentoring to analysts within the team, fostering a collaborative and growth-oriented environment 

About you

You have a curious mindset and a passion for investigating complex customer data, uncovering valuable insights, and driving meaningful outcomes, particularly in a retail landscape. 

In your toolkit you will have: 

• 4+ years of hands-on experience in customer analytics, data analysis, or business intelligence.
• Proven experience working with customer segmentation, retention, and lifetime value analysis.
• Strong technical expertise in SQL, Python, R, or similar analytics tools.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Ability to present complex data in a clear, compelling manner to non-technical stakeholders.
• Business acumen and understanding of customer behaviour drivers in a commercial environment
• Bachelor's degree in a relevant field such as Data Analytics, Statistics, Mathematics, Economics, Marketing, or Business.
• Postgraduate qualifications (e.g., Master’s in Data Science, Business Analytics) are a plus but not required.

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au

Job ID: 149338

Employment Type: Full time