Service Design Management Position

3 weeks ago


Hawthorn East, Victoria, Australia Coles Full time
About the Role

We are seeking a Service Design & Design Research Manager to lead and inspire a dynamic team of 6-8 service designers and design researchers in a two-year fixed-term role.

This pivotal position will cultivate a customer-obsessed culture by driving a deep understanding of customer missions, archetypes, and user journeys through both quantitative and qualitative research insights.

The successful candidate will balance service design and design research responsibilities, ensuring that human-centred design is integrated into our eCommerce strategy.

Collaborating closely with product, marketing, and operational teams, you'll provide valuable insights and recommendations to support roadmap mapping and capacity planning.

Additionally, you will empower managers to enhance design capabilities and toolkits within the broader Design and Digital Experience team.

About You

  • Significant experience in customer experience strategy, service design, and design research leadership.
  • Demonstrable success in planning and delivering large-scale service design and research initiatives for a leading brand or consumer-facing organisation.
  • Strong commercial acumen with an advanced understanding of business models, service ecosystems, financial metrics, and the impact of service design and research on business outcomes.
  • Experience with strategic vision-setting, with the ability to align teams to broader organisational goals.
  • Strong communication and stakeholder management skills, particularly in influencing and persuading senior stakeholders.
  • Knowledge of research operations, accessible design, and design systems.

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