Customer Experience Transformation Lead - Hawthorn East
We've been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You'll not only get to see your work make a difference, you'll be part of a team working together to help Australians eat and live better every day.
About the team
As the way we shop continues to evolve, our Digital team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we're constantly looking at ways to create differentiated, omni-channel experiences for our customers and build the next generation of digital retailing.
At Coles, we have ambitious goals focused on transforming how Australia shops,today and for the long term. Our Customer Experience (CX) Transformation team partners across the enterprise to turn bold ideas into executable change, helping the business stay ahead ofwhat'snext and deliver better outcomes for our customers every day.
As we continue our transformation journey, we are building more connected, personalised and digitally enabled retail experiences. The CX Transformation team plays a critical role in this evolution,shaping where the next wave of growth will come from and translating that into enterprise priorities, coordinated roadmaps and measurable outcomes across the business.
We're looking for a curious, commercially astute and impact-driven Customer Experience Transformation Lead to help shape where the next wave of growth comes from across Coles' customer and digital portfolio. Sitting at the intersection of strategy and transformation, you'll help define the long-term agenda across omnichannel experience, eCommerce, loyalty, retail media and next-generation commerce capabilitiesand translate that into clear enterprise priorities,roadmapsand coordinated delivery. This is a high-exposure role with visibility to senior leaders and the opportunity to help shape the future of omnichannel retail at scale.
About the role
As a Customer Experience Transformation Leadwithin theCX Transformationteam,you'llbe at the forefront of delivering Coles'Accelerated by Digital strategy.You'llhelp shape and drive priority transformation initiatives across the customer and digital portfolio, including omnichannel customer experience, eCommercegrowthand the next generation of commerce capabilities.
You'll play a key role in shaping the 1, 3 and 5year customer experience transformation agenda, informing corporate planning and investment prioritisation across Coles' Customer Experience portfolio spanning eCommerce, loyalty, payments, retail media and AI-enabled commerce. You'll help define where growth comes from next,from increasing online penetration and building more connected omnichannel journeys, through to the future of loyalty, retailmediaand emerging models such as agentic commerce.
This role is highly cross-functional and highly visible. You'll work closely with senior leaders across Customer, Digital, Technology, Finance and Group Strategy to shape enterprise priorities, align decision-making and progress strategically important initiatives. You'll bring structure to complexity and help create a unified view of transformation across the portfolio,connecting strategy, prioritisation, roadmap planning,governanceand delivery execution.
A core part of the role will be owning the transformation cadence that keeps priority initiativesmoving:setting goals, supporting prioritisation cycles,buildingandmaintainingroadmaps,establishinggovernance, driving delivery readiness and tracking outcomes. This is a unique opportunity to shape the future of omnichannelretail at scale while building next-generation commerce capability for one of Australia's leading retailers.
What you'll be doing
Shape the future growth agenda — Helpidentifywhere the next wave of customer and digital growth will come from, translating market shifts, customerneedsand emerging technologies into strategic priorities
Translate strategy into transformation — Turn strategic direction into clear goals, transformation plans, prioritisedinitiativesand enterprise roadmaps that can be mobilised across the business
Drive prioritisation and investment thinking — Support corporate planning and investment prioritisation across the Customer Experience portfolio, helping focus effort and resources on the highest-impact opportunities
Own the transformation cadence — Help run the operating rhythm for the portfolio, including prioritisation cycles, roadmap updates, governance forums, deliveryreadinessand outcomes tracking
Build delivery readiness — Ensure initiatives are clearly defined and set up for success, with strong problem statements, aligned outcomes, clear scope, sequencing, dependencies,risksand ownership
Lead cross-functional alignment — Work across Customer, Digital, Technology, Finance and Strategy to align stakeholders and progress enterprise-wide priorities
Solve complex problems — Bring structure to ambiguity and use data, insight and customer understanding to frame issues, generate options and inform decisions
Tell compelling stories — Develop clear, high-quality narratives, presentations and recommendations that support executive and Board-level decision-making
Progress strategic initiatives — Help move high-impact initiatives from concept through to mobilisation and execution,maintainingmomentum and focus on customer and commercial outcomes
Buildwhat'snext — Contribute to a culture of curiosity, collaboration and continuous improvement across the customer and digital transformation ecosystem
What you'll bring
Strategy-calibre thinking — Experience in strategy, transformation,consultingor a similarly high-problem-solving environment, ideally in retail,consumeror technology-enabled businesses
Strong transformation capability — Ability to move from insight and problem definition through to roadmap, governance,mobilisationand execution
Commercial acumen — Strong strategic and commercial judgment, with an interest in growth levers such as eCommerce, loyalty, retail media,paymentsand emerging commerce models
Structured problem-solving — Ability to cut through ambiguity, frame complex challenges and develop rigorous, data-ledand customer-informed recommendations
Planning and governance experience — Experience supporting roadmaps, prioritisation, planning cycles, governanceprocessesand tracking delivery against outcomes
Professional experience —Approximately 2–6 years of work experience post-degree
Compelling communication — Strong written and verbal communication skills, with experience preparing materials for executive or senior stakeholder audiences
Cross-functional influence — Comfortable working across a large organisation and aligning diverse stakeholders around shared priorities and outcomes
Execution focus — Proven ability to turn ideas into action through thoughtful planning, disciplinedfollow-throughand strong stakeholder management
Growth mindset and leadership — A self-starter who builds momentum, takesownershipand contributes to a high-performing, collaborative team culture
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 hybrid 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: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
* Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform 'mythanks'. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
* 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 eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.
About the recruitment process
We're continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.
We're happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the 'Our Recruitment Process' section of our careers site or email inclusionrecruitment@coles.com.au
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