Customer Insights Analyst - Hawthorn East
We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.
About the team
As one of the biggest brands in Australia, we connect with millions of Australians each week. Whether it’s connecting our customers with relevant content through digital innovation, omni-channel storytelling or impactful advertising that reaches 98% of Australians, our Marketing team play an important role in driving our brand forward, helping Australians eat and live better every day.
About the team
Our supermarkets Customer Insights team plays a critical role in shaping how the business understands and responds to customer needs across in‑store and online experiences. We are a curious, collaborative, and impact‑driven group, passionate about uncovering the ‘why’ behind customer behaviour and translating feedback into insight that drives real change. We work closely with teams across Operations, Digital, Marketing, and Commercial to ensure the customer voice is embedded in decision‑making.
About the role
As a Customer Insights Analyst, you’ll report into a Customer Insights Manager and play a pivotal role in how the business understands and acts on customer feedback across total store and online experiences. With a strong focus on NPS and customer satisfaction, you’ll translate Voice of Customer data into clear, compelling insights that influence strategy, prioritisation, and investment decisions.
Applications close Thursday April 30.
What you will do
• Own regular delivery of NPS reporting across weekly, monthly, and quarterly cycles for total store and online channels
• Own and enhance total store and online NPS reporting with accurate, compelling storytelling
• Support broader Voice of Customer analysis, deep dives, and ad‑hoc requests across key customer journeys
• Analyse customer feedback to identify opportunities and support NPS improvement action plans
• Connect customer sentiment to business initiatives, performance metrics, and outcomes
• Partner with senior stakeholders and collaborate across cross‑functional teams to embed insights into prioritisation and decision making
• Continuously improve VOC reporting, tools, frameworks, and ways of working
About you and your skills
• 2+ years’ experience in a customer insights, analytics, or Voice of Customer role, ideally in a complex or fast‑paced environment
• Proven capability in analysing and storytelling customer satisfaction and NPS data, linking insights to business outcomes
• Experience supporting or managing VOC programs, including reporting cadences, data quality, and insight delivery
• Strong experience with Power BI, Excel, and PowerPoint, with the ability to create clear, compelling visualisations; experience with Medallia also preferred
• A highly customer‑obsessed mindset, with confident communication skills and the ability to influence stakeholders.
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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: 183864
Employment Type: Full time