Senior Service Designer

 Coles Online  Hawthorn East 

Requisition ID: 50529 

Employment Type: Fixed Term 

Good things start here

This could be the very first step towards an exciting new career with us – a fresh beginning. At the 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

Want to discover opportunities that challenge you? Connect to a career that can take you places? Inspire millions of Australians to lead healthier, happier lives? eCommerce is where you’ll find the freedom, support, and inspiration to do all that and more. We’re the team at the heart of our digital transformation – the ones creating the unified experiences and inclusive services our customers want and need. Open. Innovative. Accessibility-obsessed. It’s our eCommerce team that are redefining what we do, how we do it and why. So, we can build a digital offering fit for every Australian. So, we can shape the future of retail for better. So, we can find more ways to sustainably feed our nation – today and tomorrow.


Our Customer Experience and Technology (CXT) team within our eCommerce function is significantly growing as we continue to invest in delivering the best digital shopping experience for our Customers. Our Digital Experience team is now seeking a Senior Service Designer to join their growing team.


Please note we are keen to hear from candidates in Melbourne, Brisbane or Sydney. If you want to play a part in the future of digital retailing at Coles, then do apply now!


What you’ll be doing:

As a Senior Service Designer, you will be responsible for you will be leading service design work with other cross-functional partners across the eCommerce, Operations, Marketing, Ocado, Customer Care, Merchandising and external suppliers to shape our company’s products & services. Working closely with stakeholders, you will be responsible for all areas of Service Design work planning, research, testing and execution. Your work outcomes will be shaping Coles’ brand experience to millions of Australian and how they will be interacting with our products & services.


You’ll also:

  • Be working with the Coles Strategy team and Executive Leadership team to anticipate customer needs and help guide them to create product strategy through Service Design & Research work
  • Conducting service design work yourself and sometimes providing coaching and feedback on work conducted by others in the team
  • educate and foster a shared understanding of customers, operational needs, personas, user journeys through omnichannel lens across the business
  • Be able to identify, frame and challenge design problems & translate concepts into designs that illustrate the benefits and simplicity despite system complexity
  • Use innovative approaches to design and creative techniques to lead internal & external sessions and workshops for over large stakeholder group
  • Contribute to creating a high performing and continuous learning team culture


Good things you’ll need:

  • Demonstrated skills and experience in service mapping, customer journey mapping, service blueprint, business process analysis, research and CX
  • Conduct qualitative design research using ethnographic and participatory methods 
  • Analyze data to inform design solutions with cross-functional partners and customers
  • Eager to tackle complex problems and a natural at zooming out to see the big picture, then diving in to nail the important details; you thrive on putting all the pieces together
  • You have considerable experience conducting qualitative user research and leveraging data to measure the efficacy of product designs
  • Expert storyteller and adept communicator with excellent facilitation and presentation skills
  • You can turn complex and overlapping objectives into clearly defined objectives & metrics for teams to execute on


Given the state/ territory of the position you are applying for, and to enable Coles to provide a safe environment for its team members, there may be a requirement for you to receive a COVID-19 vaccination before commencing work for Coles, unless you are medically exempt.

Given this, you will be required to disclose your COVID-19 vaccination status as part of your application for employment with Coles. You may be required to provide further evidence of vaccination status as part of your application.

Why Coles?
You’re joining a culture that truly cares about your wellbeing, values what you do and celebrates your success. We’ll invest in you and your career with best practice training, development, and leadership programs. You’ll also receive fantastic team member discounts across our supermarkets and brands.

As part of our focus on achieving a gender balanced workforce, we belong to the WORK180 network as an endorsed employer for women. Our commitment to helping all women thrive in the workplace includes initiatives such as our recently updated parental leave policy, flexible working options and our Employee Assistance Program.

You can 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 > 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.