Lead Service Designer

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the team**

As shopping continues to evolve, our Digital team keeps us at the cutting edge, making us more accessible, more innovative, and better connected than ever before. Driven by our innovative, inclusive, and forward-thinking culture, we create differentiated, omni-channel experiences for customers and build the next generation of digital retailing.

**About the role**

At Coles, we are committed to delivering exceptional customer experiences and driving innovation in the retail sector. As a leader in Australian retail, we are seeking a talented and innovative Service Design Lead to join our team. This role is pivotal in shaping user-centric services that not only meet customer needs but also align with our business objectives and strategic goals.

As the Service Design Lead at Coles, you will spearhead the development of innovative, user-focused services by leading cross-functional teams. You will advocate for design thinking methodologies, ensuring that our service design efforts align with broader strategic goals. Your role will encompass guiding end-to-end service design processes, fostering collaboration across business units, and providing leadership and mentorship to design teams.

**Key Responsibilities**:

- **Leadership**: Lead cross-functional teams to develop user-centric services that effectively meet both customer needs and business objectives.
- ** Advocacy**: Advocate for design thinking methodologies across the marketing team and the wider organization, ensuring that service design aligns with broader strategic goals and drives value and innovation.
- ** Service Design Process**: Shape and deliver end-to-end service design processes, including research, ideation, implementation, and optimization.
- ** Collaboration**: Foster collaboration across business units to drive strategic and innovative solutions that enhance customer experiences and operational efficiency.
- ** Mentorship**: Provide leadership and mentorship to design teams, cultivating a high-performing, creative, and innovative culture.

**About you and your skills**
- Proven experience in leading cross-functional teams in a service design or design leadership role.
- Strong business acumen and understanding of marketing and loyalty principles, and how that ties into the customer experience and business.
- Demonstrated ability to shape and execute end-to-end service design processes, from research through to implementation.
- Excellent collaboration skills, with a track record of working effectively across various business units.
- Proven leadership and mentorship skills, with a focus on fostering a creative and innovative team environment.
- Strong problem-solving abilities and a strategic mindset, with a passion for enhancing customer experiences and operational efficiency.

**What’s in it for you**
- Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide flexible working options to help you achieve it.
- Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
- Discounts: You’ll receive discounts across all our Coles brands (supermarkets, liquor and online), and for a huge variety of other partner retailers: sporting/entertainment, technology, getaways, healthcare and more. We double your discount for 70 days of the year at times of the year it matters most like summer holidays.
- Recognition and celebration: Give and receive recognition through mythanks, our digital recognition platform. As a team member of mythanks you can accumulate points to redeem for exciting gifts and electronic gift cards.
- Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
- Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
- Investment in your future: Our annual team member share plan offer allows you to make regular salary sacrifice deductions to purchase Coles Group shares.

**About the recruitment process**

Job ID: 129055

Employment Type: Fixed Term

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