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’re focused on delivering better customer outcomes through enterprise-wide transformation. The Customer Experience (CX) Transformation team drives and coordinates strategic initiatives across the business, helping align priorities, strengthen governance, and improve delivery outcomes across the Customer Experience portfolio.

We’re looking for a commercially minded and transformation focused CX Portfolio Transformation Lead to help lead and coordinate the CX transformation portfolio across Coles. Partnering across Omnichannel, Marketing, Digital, Technology, Finance, and Strategy, you’ll support prioritisation, governance, delivery oversight and execution excellence across key transformation initiatives.

This is a high-impact, cross-functional role with broad stakeholder exposure and the opportunity to drive enterprise transformation at scale.

About the role

As the CX Portfolio Transformation Lead, you’ll help drive the governance, operating rhythm and execution oversight of the CX transformation portfolio.

You’ll coordinate priorities across teams, support executive decision-making, and ensure initiatives are progressing effectively against agreed outcomes. The role focuses on portfolio governance, roadmap management, delivery tracking, dependency management, reporting, and transformation performance.

You’ll bring structure to complexity, build alignment across stakeholders, and help ensure strategic initiatives are set up for successful delivery.

What you’ll be doing

• Own and lead governance, prioritisation and coordination across the CX transformation portfolio
• Drive portfolio performance across delivery tracking, dependency management, benefits realisation, resourcing and financial oversight
• Establish governance forums, executive reporting and escalation processes to support effective decision-making
• Partner cross-functionally to align priorities and progress strategic transformation initiatives
• Support teams to resolve delivery challenges and drive execution excellence across the portfolio
• Prepare presentations, portfolio updates and transformation reporting for senior stakeholders
• Drive continuous improvement across portfolio governance, delivery processes and ways of working

What you’ll bring

• 8+ years’ experience in transformation, portfolio management, enterprise delivery or strategic program leadership
• Demonstrated experience leading complex transformation portfolios end-to-end, including governance, prioritisation, benefits realisation, dependency management, resourcing and financial oversight
• Strong commercial acumen with experience managing portfolio investment decisions, budgets and delivery trade-offs
• Experience managing transformation roadmaps, governance forums, delivery cadences and cross-functional dependencies
• Proven ability to translate strategic priorities into executable outcomes and drive delivery excellence
• Strong stakeholder management, communication and influencing skills across complex enterprise environments

A collaborative and proactive approach with strong problem-solving capability and execution focus

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: 182551

Employment Type: Full time

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