Scale with Impact: Power a Tier1 Payments Ecosystem
Join us at our vibrant Surry Hills precinct
Hybrid working - 3 days in office
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
Join Wpay as a Senior Operations Analyst and lead the evolution of our merchant onboarding ecosystem. We're looking for a cross‐functional collaborator who can bridge the gap between technical Engineering requirements and a world‐class Customer Experience. You'll be the go‐to expert for complex challenges, driving the efficiency and compliance needed to power our next phase of multi‐channel expansion.
Lead technical guidance and mentorship for onboarding analysts to ensure high performance and mastery of complex compliance frameworks.
Deliver advanced operational analytics and trend forecasting to senior leadership to drive resource allocation and strategic decisions.
Own the merchant onboarding funnel and resource distribution to ensure 100% adherence to integration timelines and service standards.
Partner with Product, Engineering, and external stakeholders to streamline documentation and resolve critical onboarding discrepancies.
Drive resolution for high‐priority operational incidents, conducting Root Cause Analysis (RCA) to implement long‐term preventative measures.
Architect and refine SOPs for the merchant lifecycle, maximizing efficiency for store updates and terminal configuration changes.
Integrate AI tools to accelerate operational workflows while ensuring strict adherence to KYC, AML, and regulatory mandates.
What you'll bring
Proven experience in the FinTech, Payments, or B2B SaaS industry ideally within Banking or Finance, with a track record of leading or influencing operational outcomes. Strong familiarity with merchant payment systems and industry regulations (e.g., KYC, AML), with the ability to ensure compliance across complex onboarding workflows.
Advanced analytical and problem‐solving skills to identify, break down, and resolve issues coupled with the ability to implement preventative measures.
Exceptional attention to detail in reviewing data, validating workflows and ensuring error‐free merchant configuration.
Ability to collect, analyze and interpret data to identify trends and patterns, translating insights into actionable recommendations for leadership.
Excellent written and verbal communication skills, with the ability to present findings and recommendations to both technical and non‐technical stakeholders.
Demonstrated ability to work effectively across cross‐functional teams, acting as an escalation point and trusted advisor in complex operational scenarios.
Familiarity with the Google Workspace Environment.
Proficiency in Microsoft Excel and experience with project management platforms (e.g., Jira, Confluence) to support structured delivery.
Experience with process mapping and data visualization tools (e.g., LucidChart, Miro) to document workflows and drive continuous improvement initiatives.
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.
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