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<p>We are looking for a strategic and innovation-led <strong>Lead, Innovation & Experiences</strong> to drive FairPrice Group’s next phase of customer service transformation. This role champions our <strong>Customer Fanatic movement</strong> and stewards the <strong>Service Excellence Framework</strong>, bringing both to life across store formats and digital channels.</p><p><br></p><p>You will be at the forefront of translating strategy into action—empowering 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'll design, implement, and continuously improve programmes that scale great service across the Group.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li><strong>Drive implementation and evolution of the Service Excellence Framework and Customer Fanatic programme</strong>, embedding service values through daily behaviours, team rituals, and operational systems.</li><li>Partner with Ops, L&D, and store leaders to <strong>institutionalise frontline coaching</strong>, huddle content, and peer-led learning models that reinforce service standards.</li><li><strong>Leverage AI and automation tools</strong> to enhance coaching, feedback loops, and customer interaction insights—using data to prompt timely interventions and celebrate wins.</li><li><strong>Mine NPS, CSAT, and eCommerce insights</strong> to uncover root causes of service pain points, track longitudinal progress, and inform agile improvement loops.</li><li><strong>Co-create and test service innovation pilots</strong>, including new tools, interaction models, and in-store experiences—scaling initiatives that prove impact.</li><li>Partner with internal content and digital teams to deliver <strong>bite-sized, mobile-first learning experiences</strong>, aligned with frontline rhythms.</li><li><strong>Track, measure, and report service KPIs</strong>, surfacing actionable insights to Ops and HQ teams.</li><li>Act as a thought partner to senior leadership on <strong>customer strategy, frontline enablement, and experience innovation.</strong></li></ul><p><br></p><p><strong>Job Requirements</strong></p><ul><li>7–10 years of experience in service innovation, CX transformation, or customer-facing change leadership.</li><li>Demonstrated success in leading programme rollouts across large frontline teams.</li><li>Hands-on experience with AI tools, automation, or customer analytics platforms.</li><li>Strong ability to move between strategy and execution, and influence at all levels.</li><li>Experience working across both offline and digital service models.</li><li>Deep customer empathy, a bias for action, and a willingness to challenge the status quo.</li><li>A sense of humour—seriously.</li></ul>
