Customer Experience Transformation Lead - Enablement

Coles Group; Australia; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Flexible working options

Gym facility and fitness classes

Free parking

Discounts on Coles purchases

Digital recognition platform mythanks

Learning & development

Paid parental leave

Coles Group share plan

Job summary

Coles Group is seeking a Customer Experience Transformation Lead - Enablement in Australia. You will own the CX transformation operating model and drive continuous improvement, shaping governance, portfolio intelligence and digital tool adoption to reduce manual effort and improve decision-making.

Reporting to the Head of Customer Experience Transformation, you’ll translate priorities into clear narratives, embed new ways of working, and collaborate with senior leaders to strengthen

Qualifications

• Significant experience leading transformation enablement, operating models, continuous improvement, change or portfolio capability.
• Demonstrated success designing and embedding new ways of working within a complex, cross-functional organisation.
• Strong stakeholder engagement, influencing and change-readiness capability, including experience working with senior leaders.
• The ability to create clear executive communications and compelling transformation narratives.
• Strong digital fluency and practical experience using data, automation, AI or digital tools to improve business processes and decision-making.
• A sound understanding of change adoption, process improvement and transformation operating models.
• A relevant qualification in business, commerce, communications, change or technology would be beneficial, although equivalent practical experience is equally valued.

Responsibilities

• Develop clear transformation narratives, communications and engagement plans for senior and cross-functional audiences.
• Identify adoption risks and coordinate practical interventions with accountable leaders and change teams.
• Design and embed simpler standards, templates, tools and operating rhythms across the CX portfolio.
• Identify duplicated governance, manual processes and low-value activity, then lead opportunities to simplify or retire them.
• Improve the quality and usability of portfolio data, dashboards and management information.
• Identify appropriate automation and AI opportunities that improve quality, speed and decision support.
• Develop practical playbooks, onboarding, training and coaching to strengthen transformation capability.
• Track adoption and use insights and feedback to continuously improve the CX transformation operating model.
• Build trusted relationships and influence across CX and enabling functions without relying on direct authority.

Skills

Transformation enablement

Operating models

Continuous improvement

Portfolio capability

Stakeholder engagement

Executive communications

Digital fluency

Data, automation, AI

Change adoption

Education

Relevant qualification in business, commerce, communications, change or technology

Job description

Customer Experience Transformation Lead - Enablement

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 one of the biggest brands in Australia, we connect with millions of Australians each week. Whether it’s connecting our customers with relevant content through digital innovation, omni-channel storytelling or impactful advertising that reaches 98% of Australians, our Marketing team play an important role in driving our brand forward, helping Australians eat and live better every day.

About the role

Reporting to the Head of Customer Experience Transformation, you’ll own the CX Transformation operating model and continuous improvement agenda, establishing the practices, tools and capabilities that make transformation simpler, faster and more effective.

You’ll translate complex priorities into clear narratives, drive adoption of new ways of working and identify opportunities to simplify governance, improve portfolio intelligence and use digital tools, automation and AI to reduce manual effort and improve decision-making.

You’ll also:

• Develop clear transformation narratives, communications and engagement plans for senior and cross-functional audiences


• Identify adoption risks and coordinate practical interventions with accountable leaders and change teams


• Design and embed simpler standards, templates, tools and operating rhythms across the CX portfolio


• Identify duplicated governance, manual processes and low-value activity, then lead opportunities to simplify or retire them


• Improve the quality and usability of portfolio data, dashboards and management information


• Identify appropriate automation and AI opportunities that improve quality, speed and decision support


• Develop practical playbooks, onboarding, training and coaching to strengthen transformation capability


• Track adoption and use insights and feedback to continuously improve the CX transformation operating model


• Build trusted relationships and influence across CX and enabling functions without relying on direct authority

About you and your skills

• Significant experience leading transformation enablement, operating models, continuous improvement, change or portfolio capability


• Demonstrated success designing and embedding new ways of working within a complex, cross-functional organisation


• Strong stakeholder engagement, influencing and change-readiness capability, including experience working with senior leaders


• The ability to create clear executive communications and compelling transformation narratives


• Strong digital fluency and practical experience using data, automation, AI or digital tools to improve business processes and decision-making


• A sound understanding of change adoption, process improvement and transformation operating models


• A relevant qualification in business, commerce, communications, change or technology would be beneficial, although equivalent practical experience is equally valued.

Please note applications close on Sunday 15th, November 2026.

#LI-EC1

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 [e-mail]