Senior Customer Insights Manager – Voice of Customer (VOC)

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 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 Role

Shape the Future of Customer Experience at Coles.

At Coles, our customers are at the heart of everything we do. We’re looking for a Senior Customer Insights Manager to take our Voice of Customer (VOC) programs to the next level, ensuring we’re listening, learning, and acting on what matters most.

Why Join Us?

• Be the voice of millions of customers, influencing business decisions at the highest level
• Work with tens of thousands of new customer touchpoints each week
• Lead strategic change
• Join a customer-first culture where your insights make a direct impact.

Applications close 12th February

What you’ll do

Reporting to the Head of Voice of Customer, you’ll: 

• Own and enhance our VOC ecosystem, embedding insights into the business to drive real change.
• Lead key customer experience programs and elevate our strategic approach to NPS and customer behaviour drivers.
• Be hands-on with research, both quant and qual, and ensure we’re using the right methodologies to tell compelling customer stories.
• Lead and inspire a team of two, guiding them to deliver powerful insights while also working closely with senior stakeholders.

About you and your skills

• 10+ years of experience in customer insights & research (client-side, agency, or a mix)
• Strong expertise in VOC programs, NPS, and customer behaviour analytics
• Experience leading both qualitative & quantitative research methodologies
• Analytical mindset – ability to pull insights from data and tell a clear, compelling story
• Stakeholder engagement & leadership skills – ability to influence, challenge, and drive action
• Industry background in retail, FMCG, banking, or telco preferred.

If you’re ready to take the next step in your career and make a real difference in one of Australia’s biggest brands, apply now!

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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: 146431

Employment Type: Full time

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