Customer Experience 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.

Location: Melbourne
Work Type: Full-time/permanent

About the role

At Coles, we’re transforming the way Australians shop online. As our eCommerce offering continues to grow, we’re searching for a Customer Experience Lead to champion the voice of our customers and help shape the future of online shopping at Coles.
In this role, you’ll work closely with our eCommerce and Customer Care teams to ensure every digital journey is simple, intuitive and customer‑first. You’ll play a key part in influencing strategy, improving processes, and ensuring readiness for new initiatives across the online landscape.

What you’ll be doing

Champion the Voice of the Customer
Bring the customer perspective into planning discussions—spotting risks, friction points and opportunities that impact the end‑to‑end customer experience.
Participate in Big Room Planning sessions, project working groups and future initiative planning across eCommerce.

Drive Operational and Process Excellence
Provide data‑driven insights and process improvement opportunities to reduce errors, streamline operations, and support eCommerce growth.
Partner with the CX Manager to design the roadmap for best‑in‑class customer experience across our digital channels.

Enable Customer Care Readiness
Ensure Customer Care is fully prepared for new initiatives.
Develop and deliver training materials, approved templates and scripts to support consistent and accurate customer communication.

Build Customer Insight & Strategy
Develop a deep understanding of customer profiles and needs to promote customer‑centric decision-making across the business.
Contribute to the development of a new Customer Strategy aimed at improving experience while reducing cost.

Enhance Performance Through Data & Reporting
Collaborate with the CX Manager and our service provider to improve call centre performance and reporting.
Collect, analyse and summarise customer data and trends to support continuous improvement and inform action plans.

What You’ll Bring

• Strong experience in customer experience, service design, customer care, or operations within a complex environment.
• Ability to translate customer insights into actionable recommendations.
• Stakeholder management skills and confidence influencing senior teams.
• Analytical mindset with experience using data to drive improvements.
• Strategic thinking with the ability to execute at an operational level.
• Passion for designing great customer experiences.
• Nice to have - Salesforce experience 

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

Job ID: 176069

Employment Type: Full time

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