CX Strategy Lead — Hybrid, High-Impact Leadership

The Coles Group; Melbourne; Hybrid; AUD 150,000 - 230,000; Full time

Benefits offered by this job

Gym facility

Free parking

Discounts 5% on supermarket & liquor

Share plan opportunities

Paid parental leave

Job summary

The Coles Group is seeking a CX Strategy Lead to shape the Customer Experience strategy and drive value across the organisation. You will translate insights into strategic options and coordinate with senior leaders to inform investment and delivery plans.

You’ll partner with General Managers and cross‑functional teams, establishing clear governance, performance metrics and executive narratives to guide change and transform customer experiences across channels.

Qualifications

• 7+ years’ experience in management consulting, corporate strategy, customer strategy, digital strategy or a related strategic role.
• Ability to structure complex or ambiguous questions and translate analysis into practical options.
• Experience leading short strategy engagements and partnering with General Managers or senior executives.
• Strong commercial and analytical capability, including corporate planning and business cases.
• Excellent written communication for Board and executive materials.
• Strong stakeholder management and influencing across cross-functional environments.
• Experience facilitating strategic workshops and senior leadership discussions.
• Retail, customer, digital or consumer strategy experience is advantageous.

Responsibilities

• Lead development and evolution of the Customer Experience strategy.
• Provide CX inputs to corporate planning and board-level narratives.
• Partner with GMs and senior leaders on investment and transformation decisions.
• Establish oversight of CX strategy delivery and value realization.
• Collaborate across CX, Group Strategy, Finance, Technology, Operations, Product and Commercial.

Skills

Experience: 7+ years in strategy

Structured problem solving

Executive stakeholder alignment

Board/exec comms

Workshop facilitation

Job description

The Coles Group is seeking a CX Strategy Lead to shape the Customer Experience strategy and drive value across the organisation. You will translate insights into strategic options and coordinate with senior leaders to inform investment and delivery plans.

You’ll partner with General Managers and cross‑functional teams, establishing clear governance, performance metrics and executive narratives to guide change and transform customer experiences across channels.