Customer Experience Transformation Lead: Portfolio & Delivery

The Coles Group; Melbourne; Híbrido; AUD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working options

Gym and parking at office

Team discounts on Coles products

Mythanks recognition program

Learning and development opportunities

Paid parental leave

Share plan eligibility

Descripción de la vacante

The Coles Group is seeking a Customer Transformation Lead – Project Portfolio to elevate the CX portfolio's governance, readiness and delivery confidence across projects funded for customer experience improvements.

Reporting to the Head of Customer Experience Transformation, you will set standards, challenge investment readiness and partner with delivery leaders to ensure clear governance, milestones and benefit ownership. Hybrid work options available.

Formación

• Significant experience in transformation, project/program leadership and portfolio management.
• Proven ability to shape, mobilise, govern and assure major projects in large organisations.
• Experience developing, reviewing or challenging business cases and investment submissions.
• Strong capability across risk, dependencies, resourcing, benefits and intervention.
• Commercial and financial acumen with ability to translate portfolio data into executive recommendations.
• Strong stakeholder management with influence across senior leaders.

Responsabilidades

• Set and continuously improve project standards, governance, tools and operating rhythms across CX.
• Strengthen business case readiness and mobilise approved projects with clear ownership and milestones.
• Provide independent assurance at key stages, challenging delivery confidence and risk.
• Surface systemic issues and recommend practical interventions or escalation when needed.
• Use project performance data and lessons learned to improve future CX projects.
• Align project progress with customer, commercial and operational outcomes and visible benefits.
• Prepare executive materials and evidence-based recommendations for CX Leadership Team.
• Coach analysts contributing to project transformation and build capability across the CX team.

Conocimientos

Transformation leadership

Portfolio management

Program governance

Investment governance

Stakeholder management

Commercial/financial acumen

Executive communication

Educación

Commerce/Finance/Engineering degree

Descripción del empleo

The Coles Group is seeking a Customer Transformation Lead – Project Portfolio to elevate the CX portfolio's governance, readiness and delivery confidence across projects funded for customer experience improvements.

Reporting to the Head of Customer Experience Transformation, you will set standards, challenge investment readiness and partner with delivery leaders to ensure clear governance, milestones and benefit ownership. Hybrid work options available.