Woolworths

• Act as the vital bridge between deep technical innovation and commercial success.

• Enjoy the best of both worlds with a Hybrid model based in our high-energy Surry Hills precinct

• Be at the forefront of AI implementation, moving beyond the hype into real-world LLM orchestration and data-driven service design.

We are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that 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. 

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

CustomerX is recognised for providing best in class customer service, powered by AI, that is convenient, frictionless and personalised resulting in high levels of customer satisfaction. The Customer Success Digital Service tribe advocates for and supports Customers and Group partners, reducing friction to ensure better experiences, whilst growing engagement and value across the ecosystem.

If you’re excited to transform 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 that reflects the diverse communities we serve. 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.

What you’ll do

Reporting to the Product Manager, you will step into a pivotal leadership role within a leading digital organisation. You aren't just documenting requirements; you are the strategic architect of the bridge between complex technical possibilities and real-world business value.

As the primary translator across the ecosystem, you will align Data Scientists, Engineers, and Business Stakeholders to ensure our digital solutions are improving our customer and team experiences whilst delivering commercially impactful, technically robust, and ethically sound.

You will also:

• Serve as the critical bridge between complex technical possibilities and real-world business value, ensuring all stakeholders are aligned on the product vision.

• Assist the product team in building and maintaining a high-quality backlog, ensuring every requirement and user story maps directly to the broader product strategy.

• Partner with Data Scientists to evaluate AI use cases, determining where Generative AI or Predictive Analytics can most effectively solve high-value customer and team friction points.

• Collaborate with cross functional teams to identify and solve the most valuable and interesting problems through innovative digital solutions.

• Translate complex needs into high-quality user stories. Incorporate personas and acceptance criteria to ensure features are testable both functionally and non-functionally.

• Formulate detailed technical user stories for AI integrations, specifically focusing on how APIs deliver real-time data to models to personalise the customer and team journey.

• Ensure all collaborative decisions provide the targeted outcome for the customer, the business, and the Tribe’s mission.

What you’ll bring

• A strong background in digital environments with the business acumen and technical know-how required to drive successful product launches.

• The ability to shift seamlessly between facilitating high-level stakeholder sessions and diving into the technical "nitty-gritty" with engineering teams.

• A proven strategy and skill set for taking a digital idea from its initial inception through to final delivery.

• Demonstrated experience delivering agile initiatives within high-performing teams.

• A baseline understanding of how AI models function, including the distinctions between supervised learning and Generative AI.

• A sound understanding of integration patterns (APIs), web services, data pipelines, and the orchestration of Large Language Models (LLMs).

• Understanding how to apply service design principles to create cohesive digital experiences.

•  A data-driven mindset balanced with the confidence to make sound judgment calls when data is incomplete.

• Hands-on experience using Jira and Confluence for board management and project documentation.

• Agile Release Support: Proven experience in supporting delivery for small to medium-sized squads, including facilitating coordination across multiple teams (e.g., through Scrum of Scrums or similar scaled agile frameworks).

• End-to-End Service Design: Ability to analyse, map, and optimise customer journeys from an end-to-end perspective, translating user needs into actionable service blueprints and requirements.

What you’ll experience

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams.

• High-impact role supporting our teams who enrich our communities. 

• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.

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

• A progressive and competitive leave policy that gives you more space for what matters to you.  

• 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.
  

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