WFS Digital Operations Lead

• Strategic lead for the operational performance of digital platforms
  
• New product solution architecture oversight
  
• Operational Management and Change Optimisation
  
• Customer Experience & Engagement
  
• Leveraging Operational Efficiencies
  
• Executive dashboards, performance analytics and journey conversions
  
• Partner and Stakeholder Relationships
  
• People Management
  
• Financial and Commercial Acumen
  

• Participate in the crafting of the digital strategy relevant to the operational side of the business, based on an understanding of the Woolworths Financial Services (WFS) context and aligned to WFS practices.
  
• Strategic lead for the operational performance of digital platforms, including defining and governing performance KPIs, monitoring platform health and reliability, and providing business oversight of how new solutions are designed, integrated, and introduced into the ecosystem to ensure scalability, operational readiness, and alignment to commercial objectives.
  
• Formulate frameworks that guide the analysis and interpretation of VOC data, summarising customers' expectations, preferences and aversions, and prioritising these in terms of relative importance and satisfaction with current alternatives.
  
• Design and implement process improvements and set frameworks for the optimisation of current digital product concepts to improve operating performance, employ operational efficiencies and champion the customer experience.
  
• Operationalise the product strategy for the digital business, positioning it as an accelerator of the established Customer Value Proposition (CVP), and a core driver of value and revenue creation.
  

• Assume overall accountability for the definition and delivery of digital products according to agreed Service Level Agreements (SLAs).
  
• Engage in all operational and performance reporting for digital products, including the Digital Dashboard.
  
• Safeguard information and implement measures prevent fraud aspects relating to digital products. Liaise with the Information Security team, WFS IT and WFS Fraud to ensure a balanced risk and reward framework, including agreed control objectives and metrics to support.
  
• Play a lead role, alongside the Commercial Lead, in the formulation of the digital product roadmaps with a focus on operations and continuous improvement initiatives
  
• Oversee operational management of digital assets with key partners (i.e., YoYo, WFSIT and WWIT teams) in identifying opportunities for, and rolling out continuous improvements with regards to SLAs.
  
• Define and manage internal Operational Level Agreements (OLAs), by providing clarity regarding the roles and responsibilities of each internal group.
  
• Implement processes to enhance the readiness of the organization to engage in change initiatives as guided by the roadmap; highlight challenges and assist in the management of operational consequences.
  
• Provide change management services on WFS Product initiatives that form part of the Digital programme of work. Advise Product Teams on essential change tactics for delivering changes to target audiences; enable and support change management implementation (e.g., governance, engagement, communication etc.)
  
• Utilise data and analytics to create clarity and prepare key stakeholders for changes to product roadmaps, as well as manage the impact of operational consequences.
  
• Create portfolio dashboards that monitor the delivery of projects, highlighting interdependencies and consolidated change impacts.
  
• Optimise the operational performance of digital assets; scope novel ways to improve performance and reduce incidents by engaging in root cause analyses.
  

• Own the VoC strategy for digital products and all other operational performance indicators for all digital assets, by maintaining a deep understanding of how to “close the gap” between WFS digital assets and the way customers experience them.
  
• Analyse VoC data and resultant insights to gauge the present customer experience, and to identify opportunities to create roadmap improvements, and consequently enhance customer perceptions and affiliated scores.
  
• Drive the continuous improvement of Voice of the Customer (VoC) scores for all digital product offerings.
  
• Create frameworks for the management of VoC escalations, highlighting the identification and prioritisation of experiences, to enhance the Digital CVP.
  
• Formulate strategies to increase digital engagement and penetration, as well as to reduce dormancy across all digital customer experiences and associated platforms.
  
• Advocate for WFS digital customers, highlighting key customer experience trends and themes across the WFS business and maintaining an awareness of digital customers and their evolving needs.
  
• Cross-collaborate with relevant product teams and WFS Marketing teams in the provision of insight and specialised guidance pertaining to the design, execution and tracking of ECM campaigns that drive digital engagement (e.g., ‘always on’ customer education).
  
• Manage insights and CX improvements pertaining to captured ratings of Digital WFS products across digital platforms (i.e., App Store / Play Store / Huawei Gallery / Google Ratings etc).
  

• Identify and prioritise opportunities to enhance both the commercialisation aspect and the customer experience aspect of digital products through insights gained as a result of analytics undertaken by both the digital analytics capability and the Customer Analytics team.
  
• Lead A/B testing or Champion/Challenger testing as a user experience research methodology to compare current and new offerings to identify more favourable experiences and propose the case for change
  
• Undertake proactive and reactive incident, problem identification and management in close collaboration with the CIO and make recommendations for resolution.
  
• Partner with the WFS CIO and Cyber Security teams to ensure appropriate levels of control are in place and that regular security and penetration testing is undertaken.
  
• Assume accountability for responses to any audits performed within the digital space.
  
• Optimise content presented on the WFS homepage, working closely with the WFS Customer team; build, socialise and finalise an optimisation roadmap based on Commercial and CX principles.
  

• Maximise the impact of Work cross-functionally with WFS CI and Advanced Analytics teams to define a comprehensive set of digital reporting tools with regard to all customer journeys that have an impact on or are impacted upon by digital.
  
• Engage with WFS product teams to assist in establishing plans to move customer journeys towards conversion/sales by identifying customer needs and optimizing digital experiences.
  
• Provide actionable insights specific to Digital products, based on outputs provided by the Digital Analytics Specialist.
  

• Maximise operational and commercial benefit through continuous partner management and engagement of internal and external stakeholders (e.g., YoYo, WFS IT (Digital Factory) and Woolworths Online).
  
• Employ design thinking methodologies in partnering with the Customer team on Customer Experience (CX) and User Experience (UX) to guide the delivery of a range of Digital products, clearly articulating customer touchpoints and customer journeys.
  
• Collaborate with the existing internal communication team to promote digital communications, both internally and externally, across the WFS product landscape.
  
• Participate in the management and integration of Digital touchpoints into WFS’s partners across the Digital product landscape to initiate new engagement opportunities and strengthen existing synergies.
  
• Establish relationships with key stakeholders to enable decisions regarding solutions that are practical and viable from a customer and commercial perspective; effectively aligning the product solution to the developed strategy.
  
• Understand the systemic nature of stakeholder engagement, which recognises the individual components as well as critical key integration points relating to products, customers, associated growth opportunities and complementary WFS sub-functional partnerships, to effectively realize both “grow” and “run” ambitions.
  

• Lead the Team according to WFS's leadership principles and values, including the employee lifecycle from recruitment through to exit, performance management, training and development, discipline and grievance management, retention, and reward and people administration, to ensure a high-performance culture.
  
• Define best practices relating to the operationalisation of the Digital business; guide the wider Digital community as a subject matter expert to develop a common understanding across WFS.
  

• Prepare the Operational budget as a component of the Digital budget and manage financial performance against the budget to identify cost-saving opportunities.
  
• Formulate the case for change and lead the preparation of business cases for relevant initiatives.
  
• Maintain and apply a broad understanding of financial management principles to ensure decisions are fiscally sound and responsible.
  
• Monitor the overall performance of the digital Operations business and recommend adjustments in the allocation of finances, based on progress against goals.
  

Requirements

• ​Postgraduate Qualification (minimum Honors) in Finance, Digital Marketing or equivalent.
  

• 8 – 10 years of experience working in a Financial Services / Consumer organization, of which at least 3 – 5 years’ experience should be within a Senior Leadership capacity. Proven experience in driving operational efficiencies to enhance revenue generation.
  

• 10 – 12 years of experience working in a Financial Services / Consumer organization, preferably within a Financial Services and Banking environment, of which at least 5 – 6 years’ experience should be within a Senior Leadership capacity.
  

• Proven demonstrated experience in driving client growth
  
• Operationalisation and deployment of Digital Assets and related Platforms
  
• Exposure to APIs, integrations and partner ecosystems
  
• Strong Agile Project Management skills
  
• Insights Driven
  
• Responsive to dynamics in Digital ecosystems (locally and internationally)
  
• Strong commercial acumen
  
• Executive presence and the ability to effectively engage with a wide range of stakeholders internally and externally.
  
• Ability to influence stakeholders and plan, priorities, and track execution across cross-functional teams