Customer Experience Strategy Analyst - 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’re proud to serve Australians in every corner of the country. With service coverage reaching 99%+ of Australia, we’re there for our customers through everyday moments and times of need, from bushfires to pandemics. The Customer Experience (CX) strategy & transformation team plays a central role in transforming Coles to become a world class retailer.
Within Coles Customer Experience, our Customer Experience Strategy & Transformation team plays a pivotal role in shaping the future of Coles. We partner closely with the Chief Customer Experience Officer and broader leadership team to design, articulate, and deliver a worldclass retail experience across the entire customer journey – Inspire, Convert, Promise and Engage.class retail experience across the entire customer journey –
We’re on the lookout for a Strategy Analyst who’s passionate about solving complex problems, generating insight, and shaping transformation across Australia’s most iconic retailer.
Profile strategic initiatives that influence the way millions of customers shop, discover, and connect with Colesstore.
About the role
As a Strategy Analyst, you’ll help drive our Customer Experience (CX) strategy and omnichannel ambitions. You’ll work on high-profile strategic initiatives that influence the way millions of customers shop, discover, and connect with Coles, both online and instore.
You’ll join a highly collaborative team that works across the business to embed customer-centric thinking, improve performance, and support key transformation programs.
What you’ll be doing
In this role, you will:
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Support the design and delivery of Coles’ Customer Experience strategy and transformation agenda, helping shape the future of CX and our omnichannel roadmap.
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Generate fact-based insights through analysis, research, and structured problem solving to inform key business decisions and strategic initiatives.based insightssolving to inform key business decisions and strategic initiatives.
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Partner with senior stakeholders as a trusted thought partner, collaborating across functions to progress strategy execution and drive measurable outcomes.
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Contribute to Transformation & Portfolio Management, including quarterly prioritisation, product retrospectives, and performance reporting across the Customer Experience function.
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Drive clarity and alignment by supporting the creation of executive ready materials, strategic narratives, and operating rhythms.ready materials, strategic narratives, and operating rhythms.
About you
You’ll thrive in this role if you have:
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2+ years experience post degree
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Proven experience in complex analytical problem solving (eg hypothesis based problem solving)
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Experience writing or contributing to Executive level presentations and reports
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Experience with financial models or analysis
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Previous experiences working with cross-functional stakeholder groups
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Previous experiences of working in a high-performance team environment
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Excellent communication skills; the ability to convey complex analysis results clearly to all levels of stakeholders
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: 178714
Employment Type: Full time