CX Strategy Lead: Shape Customer Experience & Growth

Coles Group; Melbourne; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Gym facility

Free parking

BBQ area

Mini-Coles supermarket

Fooderie hub

School holiday program

Employee discounts

MyThanks recognition platform

Learning and development

Paid parental leave

Coles Group share plan

Job summary

Coles Group is seeking a Strategy Lead for Customer Experience in Hawthorn East to shape and advance the CX strategy across the business. You will align initiatives with corporate planning, and translate complex insights into actionable investment and transformation priorities.

You will partner with General Managers and senior leaders to structure ambiguous problems, deliver focused strategy engagements, and drive executive-ready recommendations for value creation across customers and operations.

Qualifications

• 7+ years’ experience in management consulting, corporate strategy, customer strategy, digital strategy or a related strategic role.
• Proven ability to structure complex or ambiguous questions and translate analysis into practical options and recommendations.
• Experience leading short, focused strategy engagements and partnering closely with General Managers or senior executives.
• Strong commercial and analytical capability, including experience with corporate planning, strategic prioritisation and business cases.
• Exceptional written communication skills, with experience developing concise Board, executive and senior leadership materials.
• Strong stakeholder management and influencing skills, with the ability to build alignment across complex, cross-functional environments.
• Experience facilitating strategic workshops and senior leadership discussions.

Responsibilities

• Lead development and evolution of the Customer Experience strategy at Coles.
• Drive CX inputs to corporate planning and investment decisions.
• Partner with General Managers and senior leaders on priority choices and outcomes.
• Translate analysis into clear options, recommendations and implications for transformation.
• Build alignment across CX, Strategy, Finance, Technology and Operations.

Skills

Strategy leadership

Stakeholder alignment

Executive communication

Workshop facilitation

Commercial analysis

Cross-functional collaboration

Business case development

Job description

Coles Group is seeking a Strategy Lead for Customer Experience in Hawthorn East to shape and advance the CX strategy across the business. You will align initiatives with corporate planning, and translate complex insights into actionable investment and transformation priorities.

You will partner with General Managers and senior leaders to structure ambiguous problems, deliver focused strategy engagements, and drive executive-ready recommendations for value creation across customers and operations.