Business Improvement Lead (CX)
Goodman Fielder
Date: 13 hours ago
City: Sydney, New South Wales
Contract type: Full time
The Opportunity
We are seeking a passionate and experienced Business Improvement Lead to join our Customer Experience team based in Macquarie Park, Sydney.
In this newly created role, you'll focus on enhancing the experience for our Foodservice and Industrial customer channels. You will lead cross-functional initiatives to identify and resolve recurring customer issues, champion business process improvements, and drive meaningful change that delivers both operational efficiency and improved customer outcomes.
What You'll Do
We believe that anything is possible. Our values — We Grow Together, We Keep Things Simple, and We Get Stuff Done — drive a collaborative and solution-focused culture where our people can thrive.
What We Offer
We are seeking a passionate and experienced Business Improvement Lead to join our Customer Experience team based in Macquarie Park, Sydney.
In this newly created role, you'll focus on enhancing the experience for our Foodservice and Industrial customer channels. You will lead cross-functional initiatives to identify and resolve recurring customer issues, champion business process improvements, and drive meaningful change that delivers both operational efficiency and improved customer outcomes.
What You'll Do
- Analyse business data and customer feedback to identify recurring pain points and drive root cause resolution.
- Lead and embed customer-centric improvement initiatives across supply chain, sales, and service teams.
- Establish and manage a Customer Resolution Forum to proactively resolve systemic issues.
- Facilitate engaging workshops with key stakeholders to design and implement future-state processes.
- Support cultural and behavioural change aligned with improving the customer journey.
- A strong background in FMCG or Foodservice with deep knowledge of B2B customer channels.
- Proven experience in process improvement, data interpretation, and mapping tools (e.g., Visio, Lean, Six Sigma).
- Excellent communication and facilitation skills with the ability to influence at all levels.
- Confident leading cross-functional teams and managing change across large organisations.
- Customer-focused mindset with a drive to enhance end-to-end experience.
We believe that anything is possible. Our values — We Grow Together, We Keep Things Simple, and We Get Stuff Done — drive a collaborative and solution-focused culture where our people can thrive.
What We Offer
- Competitive remuneration and benefits
- Flexible working arrangements (hybrid)
- Exposure to end-to-end customer experience and commercial operations
- Opportunities to grow across teams, brands, and regions
- A purpose-driven culture with a strong focus on innovation and collaboration
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