Customer Experience Transformation Lead - Enablement

Coles Group; Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible working options

Gym facility

Free parking

Coles discounts

MyThanks recognition

Learning and development

Paid parental leave

Share plan

Job summary

The Coles Group in Melbourne is seeking a senior CX Transformation lead to own the transformation operating model and continuous improvement agenda. You will translate priorities into clear narratives, drive adoption and simplify governance using digital tools, automation and AI.

This role focuses on building portfolios, improving data quality, dashboards and decision support, and developing playbooks, onboarding and coaching to strengthen transformation capability.

Qualifications

• Significant experience leading transformation enablement and operating models.
• Proven ability to embed new ways of working in complex, cross-functional teams.
• Strong stakeholder engagement with senior leaders and change readiness.
• Ability to craft executive communications and transformation narratives.

Responsibilities

• Own CX Transformation operating model and continuous improvement agenda.
• Translate priorities into clear narratives and governance standards.
• Identify automation and AI opportunities to improve decision support.
• Develop playbooks, onboarding, training and coaching for teams.
• Track adoption, gather insights and drive portfolio intelligence improvements.

Skills

Transformation leadership

Change management

Stakeholder engagement

Executive communication

Education

Business/Commerce/Communications/Technology degree

Tools

Data analytics tools

Automation

AI tools

Job description

About The Team

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 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.

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].

Employment Type Full time