Business Improvement Lead (CX) | Sydney

Job Description

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

• 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.

About You

• 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.

Why Join Goodman Fielder?
At Goodman Fielder, our purpose is to make everyday food better for everyone. As part of the Wilmar Group, we're proud to own and produce a portfolio of household-name brands such as Meadow Fresh, White Wings, Helga's, Wonder, and Praise.

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

Be part of reshaping how we deliver customer value.
Apply today or visit our Careers Page to explore more opportunities with Goodman Fielder.