Customer Experience Lead

Joining the Metcash Family

At Metcash, you’re part of something bigger. You have all the perks of a small business heart, without missing out on the big business support.

Being part of something bigger means you’re part of a strong purpose, where the work you do makes a big difference to independent business and local communities. It opens a sea of opportunities to develop yourself, grow your career, thrive your way and make your mark. And you’ll be part of our high performing team, where you reap the rewards of our collective success now and into the future.

About the Opportunity

Are you passionate about shaping meaningful customer experiences? We're looking for a Customer Service Lead to drive customer-centric projects, collaborating with teams across the business to create impactful solutions. You'll own smaller projects, lead customer research, and transform insights into strategic actions that enhance the customer journey.

It’s a 12 months Fixed-term role.

In this Role

• Lead smaller projects autonomously, delivering final recommendations that drive value for customers and the business.
• Collaborate with stakeholders to frame problems, define mutual value, and develop solutions aligned with strategic roadmaps.
• Conduct and synthesize customer research using diverse methods, translating insights into actionable recommendations and measurable business outcomes.
• Design and facilitate workshops using design thinking to co-create solutions, supported by artefacts like customer journeys, personas, and prototypes.
• Apply human-centered and service design methodologies to improve processes, systems, and customer experiences.
• Contribute to product roadmaps by shaping requirements and iterating solutions through prototyping and testing.

You’re Likely a Match If

• 5-8+ years in a lead role within design, consulting, or digital environments.
• Expertise in human-centered design and design thinking.
• Strong communication and facilitation skills with a knack for storytelling.

Life at Metcash

🌈 Experience a supportive and flexible work environment. We are a FlexReady accredited workplace!

🌟 Enjoy a 5th week of annual leave every year after your first year, as per the policy.

🌿 Benefit from 2 well-being days and 1 volunteer day annually.

🌐 An abundance of learning, development, and career growth opportunities.

💼 12 weeks of gender-neutral paid parental leave for primary carers.

🏆 Proudly awarded “Bronze Employer for LGBTQ Inclusion”.

🌍 Recognised as 45th in the global "Equileap Top 100" for initiatives on gender equity.

⚖️A neutral gender pay gap of under 5% as published by WGEA 2022- 2023

🥇 Gold accreditation by Mental Health Australia.

💸 Incredible value discounts and perks through our team member app, “Our Local”.

About Us

Metcash is Australia’s leading wholesale distribution company, with revenue 1 exceeding $18 billion in FY23. We’re also an ASX top 100 listed company.

We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars.

We're dedicated to fostering diversity and inclusion in our workplace and are proud to be an equal opportunity employer. Joining our team means becoming part of something bigger, a company that actively promotes diversity, champions charitable causes, and supports environmental efforts. We welcome applications from individuals of all backgrounds, including First Nations. If you have any specific support or access needs, please don't hesitate to inform us when you apply. Rest assured; your personal information will be handled with the utmost confidentiality in accordance with applicable privacy laws.

Join us and be part of something bigger!

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