Service Design

2 weeks ago

Hawthorn East, Australia Coles Full time

JOB DESCRIPTION

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

Join Coles Group as a Service Design & Design Research Manager in a two-year fixed-term role, where you'll lead and inspire a dynamic team of 6-8 service designers and design researchers. In this pivotal position, you 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. You 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. If you're passionate about transforming customer experiences and shaping innovative solutions, we want to hear from you

About you and your skills

  • 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.

You'll also have

  • A minimum of 7 years’ experience in service design, design research, usability testing, CX and service design
  • 2+ years leading design teams (5+ people) in CX, SaaS or B2C software
  • 5+ years’ experience supporting omni channels for large, complex organisations requiring stakeholder management.
  • 5+ years’ experience in project leadership or team mentoring.
  • Your service design & research work has contributed to the measurable success of one or more impactful consumer-facing products at scale.
  • You have experience conducting qualitative user research, mapping exercises, and leveraging data to measure the efficacy of product designs, processes, service offerings and/or back-end processes that support these.
  • You can turn complex and overlapping objectives into clearly defined complementary objectives for teams to execute on.

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.

If this role sounds like the one for you, have a chat with your line manager, then get your application in If it’s not for you, but sounds like one for someone you know, share it with them, and you may be eligible for a $1,500 referral bonus.

Job ID: 135855

Employment Type: Fixed Term

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