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Product and Customer Lead

Coles Supermarkets  Hawthorn East 


Requisition ID: 15524 

Employment Type: Full time 


Good things start here


This could be the very first step towards an exciting new career with us – a fresh beginning. At Coles Group, these are moments we live for.


Starting good things is what drives our purpose: to sustainably feed all Australians so they can lead healthier, happier lives. With a team of 120,000 people and an iconic portfolio of Australia’s most trusted brands, we’re perfectly positioned to turn a promising start into a whole lot more.


About the role


Partnering with some of the biggest financial institutions in Australia, Coles Financial Services provides leading insurance, credit cards and lending solutions. We're a creative, passionate and forward-thinking group, focussed on building the next generation of financial services for our customers.


What you’ll be doing


This role will see you supporting portfolio performance, project initiatives, customer experience and operational management across all Coles insurance products.  Your responsibilities will span the entire product range along with maintaining relationships both internally and externally. You will have the support of the wider team to ensure you succeed in this pivotal role.

The role will support the insurance team in the overall product and operational management of Car, Home, Landlord and Pet insurance products. You will have the opportunity to contribute towards delivery of operational plans to drive growth and deliver a positive customer experience.

Working closely with the product team, you will be responsible for collaborating with external and internal stakeholders to deliver product and portfolio initiatives, oversight of customer queries, as well as analysing processes and portfolio performance as part of developing market-leading, customer focused solutions.

In addition, this role will see you:

  • supporting the delivery of acquisition and portfolio initiatives to achieve business goals and objectives, whilst handling multiple demands and competing priorities
  • supporting and implementing product and operational initiatives/projects
  • partnering with internal and external stakeholders (including Analytics, Pricing , Operations, Marketing, Risk, Legal, Compliance, etc) to deliver key projects on time and to a high standard
  • leading project coordination
  • maintaining stakeholder engagement and influencing positive customer outcomes


Good things you'll need


We're after a highly skilled professional with considerable experieince


You’ll also need:

  • excellent communication skills, highly driven and energetic with attention to detail
  • the ability to demonstrate customer-centric approach to service delivery
  • exceptional listening skills with strong empathy
  • a track record of involvement in successful product or portfolio management initiatives
  • effective influencing skills and able to work collaboratively with internal and external organisations to build and leverage relationships
  • strong commercial acumen and strong process orientation
  • the ability to handle ambiguity, prioritise competing initiatives and excellent communication skills



Why Coles?
We’re committed to making this a great place to work, from day one. From flexible working arrangements to discounts across all our internal brands (including 5% off at Coles supermarkets!), there are plenty of reasons to love working here. Explore all this and more at our Coles Careers website.


For everyone who shares our passion
We encourage applications from people of all ages, nationalities, abilities and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. We’re happy to adjust our recruitment process to support accessibility needs – so reach out to us at www.careers.colesgroup.com.au > Careers for everyone > Disability employment.


We’d love to meet you
If you have the skills, experience and motivation to succeed in this role, please take the next step and submit your application.