Woolworths

• Drive Wpay’s revenue and volume by engineering a seamless, "first-time-right" onboarding experience

• Hybrid and Flexible working, based in our vibrant Surry Hills district.

We are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.
If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Welcome to CustomerX 

As a business inside one of Australia's largest retailers, CustomerX aims to bring the best of Woolworths Group to our customers.

We're an innovation business that brings together the brightest minds in e-commerce, technology, media, and data to transform how people live and shop. 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 excellent experience for our customers - whether they shop in-store or online.

What you'll do:

Wpay is looking for a detail-oriented, high-energy Operations Analyst to join our Engineering teams. This role is at the intersection of Product, Process Improvement, and Customer Experience, serving as a critical architect of our merchant acquisition journey.Lead technical guidance and mentorship for onboarding analysts to ensure high performance and mastery of complex compliance frameworks.

• Merchant Onboarding & Integration: Manage end-to-end onboarding to meet strict SLAs, proactively removing bottlenecks to accelerate merchant time-to-market.

• Cross-Functional Collaboration: Partner with internal teams and external stakeholders to clarify requirements and secure accurate merchant documentation.

• Incident Management & Troubleshooting: Support Engineering in resolving technical onboarding issues, documenting root causes to prevent future recurrence.

• Lifecycle Operational Support: Execute post-onboarding service requests, including updates to merchant store details and terminal configurations.

• Risk & Compliance: Maintain rigorous adherence to KYC and AML protocols to ensure all merchant acquisitions align with regulatory standards.

• Continuous Improvement: Collaborate on process optimization and SOP documentation to drive operational efficiency and scalability.

What you’ll bring 

• Previous experience working within the FinTech, Payments or B2B SaaS Industry particularly in Banking or Finance. 

• Familiarity with merchant payment systems and industry regulations (e.g., KYC, AML) is highly desirable.

• Strong analytical and problem solving abilities to identify, break down and resolve issues. 

• Strong attention to detail in reviewing data and understanding workflows.

• Ability to collect, analyze and interpret data to identify trends and patterns to formulate and implement recommendations. 

• Excellent written and verbal communication skills to effectively communicate with stakeholders any proposed recommendations or findings.

• Ability to work effectively with cross-functional teams and communicate with technical and non technical stakeholders. 
  
  

Highly regarded!

• Familiarity with the Google Workspace Environment

• Proficiency in Microsoft Excel and experience with project management tools (e.g., Jira, Confluence) is a plus.

• Proficiency in relevant software, such as process mapping tools and data analysis software eg: LucidChart or Miro.

• Demonstrable experience in working within an Agile Scrum framework.

• Previous experience in retail payments and servicing merchants.

What you’ll experience    
Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work, benefits include:

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work

• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply. Please let us know in your application if we can assist you with any adjustments in the hiring process.