Customer Analytics & Insights Lead - Hawthorn East

 Coles Online  Hawthorn East 

Requisition ID: 45200 

Employment Type: Full time 

Good things start here

This could be the very first step towards an exciting new career with us – a fresh beginning. At the Coles Group, these are moments we live for.

Starting good things is what drives our purpose: to sustainably feed all Australians so they can lead healthier, happier lives. With a team of 120,000 people and an iconic portfolio of Australia’s most trusted brands, we’re perfectly positioned to turn a promising start into a whole lot more.


About the role:

Want to discover opportunities that challenge you? Connect to a career that can take you places? Inspire millions of Australians to lead healthier, happier lives? eCommerce is where you’ll find the freedom, support, and inspiration to do all that and more. We’re the team at the heart of our digital transformation – the ones creating the unified experiences and inclusive services our customers want and need. Open. Innovative. Accessibility-obsessed. It’s our eCommerce team that are redefining what we do, how we do it and why. So, we can build a digital offering fit for every Australian. So, we can shape the future of retail for better. So, we can find more ways to sustainably feed our nation – today and tomorrow.  


Our Customer Experience and technology (CXT) team withing our eCommerce function is significantly growing as we continue to invest in delivering the best digital shopping experience for our Customers. Our Analytics and Optimisation team are now seeking a Customer Analytics & Insights Lead.

You will partner closely with various stakeholders within the organisation to drive actionable change in how we run customer and trade offers and marketing activity by having a deep understanding of the impact of segments, messages, offers and channels on our customers and ROI.


What you'll be doing:

You'll be responsible for driving actionable change in digital and eCommerce by having a deep understanding of our customers. You'll be responsible for dealing with various stakeholders in the team. 


You'll also:.

  • Provide expertise into customer segments and how to use them to improve customer experience in eCommerce
  • Design tests to understand the impact and performance of initiative on customer behaviour
  • Provide insights on performance of tests and advocate for the right recommendation
  • Define key performance metrics to be analysed as part of the test
  • Convert business outcomes into measurable metrics
  • Assist other Coles teams in understanding how to best use the insights and data
  • Work collaboratively with business stakeholders to fully understand the business context
  • Partner with business stakeholders and business programme managers to ensure that your recommendations are implemented in the optimal way


Good things you'll need:

  • Experience in customer analytics & insights
  • Proven experience analysing data to reveal new actionable insights that have driven real business value
  • Hands on experience working with relational databases and knowledge of the languages (e.g. SQL, Python)
  • Experience in designing, implementing and analysing tests to understand the effectiveness of campaigns

  • Ability to understand and link together different pieces of information to bring together the full story
  • Experience or knowledge analysing Voice of the Customer survey responses is highly advantageous


You'll also need:

  • Excellent written and verbal communication skills
  • Excellent teamwork skills
  • Proven ability to influence cross-functional teams without formal authority
  • Excellent analytical and problem resolution skills


Given the state/ territory of the position you are applying for, and to enable Coles to provide a safe environment for its team members, there may be a requirement for you to receive a COVID-19 vaccination before commencing work for Coles, unless you are medically exempt.

Given this, you will be required to disclose your COVID-19 vaccination status as part of your application for employment with Coles. You may be required to provide further evidence of vaccination status as part of your application.

Why Coles?
You’re joining a culture that truly cares about your wellbeing, values what you do and celebrates your success. We’ll invest in you and your career with best practice training, development, and leadership programs. You’ll also receive fantastic team member discounts across our supermarkets and brands.

As part of our focus on achieving a gender balanced workforce, we belong to the WORK180 network as an endorsed employer for women. Our commitment to helping all women thrive in the workplace includes initiatives such as our recently updated parental leave policy, flexible working options and our Employee Assistance Program.

You can explore all this and more at our Coles Careers website. 

For everyone who shares our passion
We encourage applications from people of all ages, nationalities, abilities and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. We’re happy to adjust our recruitment process to support accessibility needs – so reach out to us at www.careers.colesgroup.com.au > Careers for everyone > Disability employment.

We’d love to meet you
If you have the skills, experience and motivation to succeed in this role, please take the next step and submit your application.