Customer Experience Transformation Lead - Project Portfolio

Coles Group; Australia; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Flexible working options

Hybrid working options

Gym facility & parking perks

Team discounts on Coles products

Learning and development programs

Paid parental leave

Coles Group share plan

Job summary

Coles Group in Australia seeks a Customer Experience Transformation Lead to shape, mobilise and govern project-funded change across the CX portfolio, driving governance, assurance and benefits realisation. You will lift project quality and set enduring standards across CX, collaborating with senior leaders to ensure successful outcomes.

Reporting to the Head of Customer Experience Transformation, you’ll improve lifecycle governance and ensure well-defined ownership, milestones and escalation

Qualifications

• Experience leading transformation and portfolio management in large organisations.
• Ability to develop, review or challenge business cases and investment submissions.
• Strong stakeholder management and executive communication skills.

Responsibilities

• Set and continuously improve project standards, governance, tools and operating rhythms across CX.
• Strengthen business case readiness and mobilise projects with clear ownership and milestones.
• Provide independent assurance at key stages, assessing risk and realisation of benefits.
• Surface issues early and recommend practical interventions or escalations.
• Use project performance data and lessons learned to improve future CX projects.
• Link project progress to customer, commercial and operational outcomes and keep benefits visible.
• Prepare concise executive materials and evidence-based recommendations for the CX Leadership Team.
• Coach analysts contributing to project transformation work and build capability across the CX Transformation team.

Skills

Transformation leadership

Portfolio management

Stakeholder management

Investment governance

Business case analysis

Executive communication

Education

Commerce/Finance/Engineering degree

Job description

Customer Experience Transformation Lead - Project Portfolio

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

As Customer Transformation Lead – Project Portfolio, you’ll transform how ourCX team shapes, mobilises and manages project-funded change, from investment readiness through delivery assurance and benefits realisation. You’ll lift project quality, pace and delivery confidence across CX, while Program Directors retain delivery accountability.

Reporting to the Head of Customer Experience Transformation, you’ll work across the CX project portfolio to improve the end-to-end project lifecycle, setting stronger standards for governance, assurance, intervention and continuous improvement.

You’ll challenge investment quality and readiness before approval, then work with accountable delivery leaders to ensure projects mobilise with clear governance, decision rights, milestones, benefit ownership and escalation pathways.

You’ll also:

• Set and continuously improve project standards, governance, tools and operating rhythms across CX
• Strengthen business case/CAC readiness and mobilise approved projects with clear ownership, decision rights and delivery expectations
• Provide independent assurance at key stages, challenging delivery confidence, risk, dependencies and benefit realisation
• Surface systemic issues early and recommend practical interventions, recovery actions, resequencing or escalation where outcomes are at risk
• Use project performance, post-implementation reviews and lessons learned to improve how future CX projects are shaped and delivered
• Connect project progress with agreed customer, commercial and operational outcomes, ensuring benefits remain visible beyond delivery milestones
• Prepare concise executive materials and evidence-based recommendations for the CX Leadership Team
• Coach analysts contributing to project transformation work and build consistent capability across the CX Transformation team

About you and your skills

• Significant experience in transformation, project/program leadership, portfolio management, consulting or investment governance
• Proven experience improving how major projects are shaped, mobilised, governed and assured across a complex organisation
• Experience developing, reviewing or challenging business cases, investment submissions and stage-gate materials
• Strong capability across project mobilisation, delivery assurance, risk, dependencies, resourcing, benefits and intervention
• Commercial and financial acumen, including an understanding of investment analysis and benefits realisation
• The ability to translate complex portfolio information into clear executive recommendations and decision materials
• Strong stakeholder management skills, with the confidence to influence senior leaders without direct authority
• A relevant qualification in commerce, finance, business or engineering, or equivalent practical experience

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

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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]