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.
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 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.
The Opportunity
We are looking for a Support Services Analyst to join our Group Business Enablement team. In this role, you will serve as the functional backbone for the Everyday Rewards (EDR) and My Dan Murphy's (MDM) Loyalty Programs, ensuring millions of customers enjoy seamless, personalized experiences every day.
Serving as the bridge between strategy and execution, you will master our Real-Time Loyalty (RTL) and Loyalty Management System (LMS) platforms to transform marketing visions into functional reality at the Point of Sale. As the frontline defender of our most critical loyalty applications and communication channels, you will play a pivotal role in ensuring the delivery of seamless, error-free campaigns to our customers.
Responsibilities include:
* Act as Functional Analyst for our loyalty ecosystem, managing end-to-end incidents across RTL, LMS, and Communication platforms. You will orchestrate the triage of high-impact issues to protect offer delivery and guarantee a seamless experience for both stores and customers. Lead post-incident reviews and root-cause analysis, looking across People, Process, and Systems to mitigate future recurrence.
* Create sophisticated RTL and LMS campaigns, meticulously aligning requirements with technical execution to ensure a flawless checkout experience that exceeds customer expectations.
* Act as the primary functional support anchor for all teams leveraging RTL and LMS, providing the high-level expertise necessary to drive their success and optimize platform performance.
* Lead User Acceptance Testing (UAT) and Business Verification Testing (BVT) for new offer templates and platform upgrades, acting as a final safeguard to ensure uninterrupted offer availability for our customers.
* Drive operational excellence by maintaining robust documentation in Promapp and Confluence, ensuring the team can resolve issues and implement functional changes with increasing speed and precision.
What you'll bring
* Analytical Thinking & Proactive Insight: A keen eye for identifying system trends and patterns, allowing you to move beyond "fixing" to driving long-term proactive solutions.
* Strategic Communication & Influence: Exceptional verbal and written skills with the ability to translate complex technical challenges into clear, actionable insights for cross-functional stakeholders. You'll know exactly which teams to bring to the table to solve an incident fast. You pride yourself on maintaining strong, accurate, and transparent communication from the moment an issue starts until it's fully resolved.
* Technical Aptitude: You are (or will quickly become) a master of our ecosystem. You have the technical aptitude to support and execute within applications like RTL, LMS, ServiceNow, NCR R10, and Contentful, ensuring our customer communications are always on point.
* Collaborative Spirit: A track record of building strong relationships across IT, Marketing, and Store Operations, as well as managing high-value external partnerships (e.g., Eagle Eye).
* Commitment to Growth: You're committed to comprehensive knowledge transfer, ensuring that every time a system is enhanced, the whole team understands the change to maintain seamless, continuous support.
* Customer-Centric Mindset: At the end of the day, you understand that every technical glitch affects a real person. You are driven by a desire to provide exceptional experiences for our customers.
What You'll Experience
* We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team
* 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 global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
* A progressive and flexible 'work from anywhere' policy that gives you the opportunity to harmonise work, life and your wellbeing.
* A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.