Voice of Customer (VoC) Program Lead | 6-month contractHybrid

At Super Retail Group, everything we do starts with our customers. We’re committed to building experiences that genuinely put the customer first — and we’re now looking for an experienced Voice of Customer (VoC) Program Lead to help take our customer-centricity to the next level. 

This is a 6-month contract with a view to extend, ideal for a strategic, hands-on VoC leader who thrives in complex environments and enjoys building something meaningful. 

What you’ll be doing 

This is a high-impact, group-wide role where you’ll design, embed and lead a unified Voice of Customer and Customer Experience (CX) program across Super Retail Group. Working closely with senior leaders, you’ll turn customer feedback into action, influence decision-making at the highest levels, and help shape a culture where the customer voice is impossible to ignore. Your role will include; 

• Voice of Customer vision & strategy: Define and deliver the end-to-end  VoC strategy aligned to business objectives, customer outcomes and long-term loyalty. 
• Program foundation & governance: Establish a centralised, group-wide VoC operating model with clear governance, reporting, decision rights and accountabilities. 
• Cross-functional leadership: Lead the VoC Steering Committee, setting engagement cadence and alignment across Customer, Brands, Data & Technology and Operations. 
• Measurement & maturity: Set VoC objectives, KPIs and measurement frameworks that link CX performance to commercial outcomes, and build a maturity-led improvement roadmap. 
• Insights to action: Partner with Marketing, Retail Operations and Brand teams to translate VoC insights into prioritised action, embedding test-and-learn and accountability. 
• Executive, stakeholder & supplier influence: Engage senior leaders, present impact at executive level, and manage agency and technology partners to deliver a connected VoC ecosystem. 

What you’ll bring 

• Proven experience establishing or evolving a Voice of Customer program within a large, complex (retail or similar) organisation. 
• Strategic thinking with hands-on program leadership, operational discipline and comfort working through ambiguity. 
• Strong expertise in recommending which CX metrics deliver success, customer journey mapping and analytics 
• Experienced at understanding how to turn insight into action. 
• Highly effective cross-functional leader and influencer, able to drive outcomes without direct authority. 
• Exceptional communication, storytelling and executive presentation skills, with demonstrated thought leadership in customer centricity and experience transformation. 

Why this role? 

• Work across a portfolio of well-known, purpose-driven retail brands 
• High-visibility role with the opportunity to influence strategy and outcomes at scale 
• Flexible, inclusive and values-led culture with a hybrid model working based out of out of our Rhodes (Sydney) or Strathpine (Brisbane) office.  
• Contract role with genuine opportunity to extend 
• Generous team member perks including corporate partnerships and discounts across all Super Retail Group brands.  

If you’re passionate about amplifying the customer voice and driving meaningful change at scale, we’d love to hear from you. Apply now. 

Our Commitment to Inclusion: At Super Retail Group, we are proud to be an equal opportunity employer. We celebrate diversity and recognise the value that a culture of inclusion brings to our workplace and to our customer experiences.