Senior Service Designer - Hawthorn East

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

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.

About the role

Reporting to the Service Design & Design Research Manager, as Senior Service Designer you’ll develop a deep understanding of - and design how - services are created, delivered and experienced by Coles' Group customers.

Designing services at Coles, you will impact millions of Australians in an essential service they rely upon everyday, for some (like those with accessibility needs) it is critical. And it is not just about the weekly food shop - it’s also the experience of shopping for Liquor, pet products, beauty, health and so much more.

You will be leading Service Design work not only in Digital but across the enterprise with other cross-functional partners across the eCommerce, Operations, Marketing, Fulfilment, Customer Care, Merchandising and external suppliers to shape our company’s products & services.

What you’ll do

• Own the end-to-end Service Design process: from planning and research to experience design and delivery
• Build shared understanding of customer journeys, operational needs, and service touchpoints
• Partner with stakeholders to align on unified, customer-centric experiences
• Influence decisions using data-driven insights and research-led strategies
• Facilitate co-creation workshops that drive clarity and action
• Mentor designers and foster a strong design culture across the business

About you

You take pride in your craft, but always prioritise the right outcome over ego. You’re a team player, continuously learning, and genuinely curious about human behaviour. You lead with empathy, challenge the status quo, and adapt with ease to ambiguity and change.

You understand the commercial value of design — solving meaningful problems that create real value. You’re driven by a growth mindset and eager to contribute to a community that thrives on learning.

A typical day might include

• Leading large-scale, future-shaping projects
• Building trusted relationships across product, engineering, and marketing
• Conducting research that uncovers actionable insights
• Simplifying complexity through design thinking
• Influencing product and service roadmaps
• Supporting the professional growth of peers and non-designers alike

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: 164899

Employment Type: Full time

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