Senior Manager, Customer Experience Enablement

Join us and experience Bunnings from the other side of the counter!

What’s in it for you when you’re part of our team:

• Team discount at Bunnings and other Wesfarmers brands including Kmart, Target and Officeworks to name a few

• Free standard OnePass membership

• Access to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave

• 12 weeks paid parental leave, regardless of gender

• Fun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunities

• We’re genuinely invested in your career and no matter where you start with us, that pathway is yours to build

About the role

As the Senior Manager, Customer Experience Enablement you’ll play a critical role in shaping, elevating and enabling the customer experience across Bunnings. You will design and optimise scalable systems, service solutions and ways of working that embed customer insights into everyday decision‑making.

Bringing together system enablement, service design thinking, and upstream problem‑solving, you will partner closely with Technology, operations and cross‑functional leaders to ensure our customer experience evolves in line with our strategic priorities. This includes guiding the responsible use of AI and productivity tools to improve efficiency, accuracy and customer impact.

As a trusted advisor to senior stakeholders, you will ensure outputs are timely, accurate and actionable enabling informed, customer‑centred decisions at all levels of the business.

This is an exciting opportunity to build the systems, tools and capabilities that empower our teams to make proactive, customer‑centred decisions, ultimately reducing friction, solving problems before they arise, and shaping the future of how millions of customers connect with Bunnings.

What’s involved:

• Design and deliver the platforms, systems and frameworks that enable customer‑centred decision‑making across the business.
• Lead the development and optimisation of scalable, data‑informed service solutions and processes.
• Partner with Technology to embed customer insights, ensure system reliability, and support responsible AI adoption.
• Work with operational leaders to identify upstream issues and build solutions that prevent recurring customer pain points.
• Inspire and lead a high‑performing team of customer experience and service design specialists.
• Drive a culture of curiosity, experimentation and continuous improvement.
• Provide strategic guidance and influence at senior levels, ensuring customer experience outcomes are embedded in business priorities.

Who we’re looking for

You bring deep experience across customer experience design, service design, and systems enablement, with the ability to connect strategy, technology and day‑to‑day operations to create practical, scalable solutions. You’ve led high‑performing teams in fast‑paced, customer‑focused environments and are skilled at turning complex insights into simple, influential guidance for senior stakeholders.

Driven by a passion for improving customer outcomes, you build tools and capabilities that empower others, supported by strong curiosity, critical thinking and a proactive approach to continuous improvement.

You’ll Need:

• Strong demonstrated experience across the delivery of customer experience, with hands on experience across customer experience technology platforms
• Strong demonstrated experience collaborating with a wide variety of stakeholders, coupled with strong communications skills and presentation skills
• Ability to deliver large scale programs of work, working cross functionally with Technology, Operations, Commercial, Marketing, and Data & Analytics
• Previous demonstrated leadership experience, ideally 5 plus years
• Strong demonstrated understanding of CRM platforms (ideally Salesforce)
• Tertiary qualifications in Customer, Business or Technology related discipline

You’ll be part of a workplace where you’ll feel like you belong.

We love the diversity across our teams, brought together in an inclusive culture guided by our values. We welcome applications from individuals of all ages, cultural backgrounds, abilities, sexual orientations, and gender identities. We strongly encourage Aboriginal and Torres Strait Islander peoples to apply and join us in shaping a workplace that celebrates First Nations voices, perspectives, and contributions. Please note, you must be age 15 or over to apply for a role at Bunnings.

We’re all about fairness at Bunnings, and our team’s here to support you every step of the way. If you need any adjustments, just let us know - we’re here to help. If you’ve got the experience, skills, and drive to grow - but don’t quite nail every part of the job description - we still want to hear from you. For support, contact us at [email protected].

Bunnings reserves the right to close job advertisements at any time, so we encourage you to apply early. We do not accept unsolicited resumes from recruitment agencies, as we have a dedicated internal Talent Acquisition team managing all hiring processes.

About Us

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We're proud to support project builders, commercial tradespeople and the housing industry through our network of stores, trade centres, frame and truss sites and online.

At Bunnings, our purpose is simple: we’re here to inspire people to have a red hot go! Whether that's backing our team to grow, supporting customers to take on new projects, or helping communities make a real difference. By joining our passionate and diverse team, you will be part of a culture that encourages you to roll up your sleeves and build something great together. If you’re ready to have a go, apply today.

Please note if you are offered a role with us, background checks may be required. This can include police, employment, medical and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.