We are looking for a strategic and innovation-led Lead, Innovation & Experiences to drive FairPrice Groups next phase of customer service transformation. This role champions our Customer Fanatic movement and stewards the Service Excellence Framework, bringing both to life across store formats and digital channels.
You will be at the forefront of translating strategy into actionempowering frontline teams, integrating service rituals into operations, and making customer love a measurable reality. Equipped with NPS and eCommerce data, as well as cutting-edge Gen AI tools, you&aposll design, implement, and continuously improve programmes that scale great service across the Group.
Key Responsibilities
- Drive implementation and evolution of the Service Excellence Framework and Customer Fanatic programme, embedding service values through daily behaviours, team rituals, and operational systems.
- Partner with Ops, L&D, and store leaders to institutionalise frontline coaching, huddle content, and peer-led learning models that reinforce service standards.
- Leverage AI and automation tools to enhance coaching, feedback loops, and customer interaction insightsusing data to prompt timely interventions and celebrate wins.
- Mine NPS, CSAT, and eCommerce insights to uncover root causes of service pain points, track longitudinal progress, and inform agile improvement loops.
- Co-create and test service innovation pilots, including new tools, interaction models, and in-store experiencesscaling initiatives that prove impact.
- Partner with internal content and digital teams to deliver bite-sized, mobile-first learning experiences, aligned with frontline rhythms.
- Track, measure, and report service KPIs, surfacing actionable insights to Ops and HQ teams.
- Act as a thought partner to senior leadership on customer strategy, frontline enablement, and experience innovation.
Job Requirements
- 710 years of experience in service innovation, CX transformation, or customer-facing change leadership.
- Demonstrated success in leading programme rollouts across large frontline teams.
- Hands-on experience with AI tools, automation, or customer analytics platforms.
- Strong ability to move between strategy and execution, and influence at all levels.
- Experience working across both offline and digital service models.
- Deep customer empathy, a bias for action, and a willingness to challenge the status quo.
- A sense of humourseriously.
