CX Transformation Lead — Enablement & Change

Coles Group; Australia; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Flexible working options

Gym facility and fitness classes

Free parking

Discounts on Coles purchases

Digital recognition platform mythanks

Learning & development

Paid parental leave

Coles Group share plan

Job summary

Coles Group is seeking a Customer Experience Transformation Lead - Enablement in Australia. You will own the CX transformation operating model and drive continuous improvement, shaping governance, portfolio intelligence and digital tool adoption to reduce manual effort and improve decision-making.

Reporting to the Head of Customer Experience Transformation, you’ll translate priorities into clear narratives, embed new ways of working, and collaborate with senior leaders to strengthen

Qualifications

• 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.

Responsibilities

• 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.

Skills

Transformation enablement

Operating models

Continuous improvement

Portfolio capability

Stakeholder engagement

Executive communications

Digital fluency

Data, automation, AI

Change adoption

Education

Relevant qualification in business, commerce, communications, change or technology

Job description

Coles Group is seeking a Customer Experience Transformation Lead - Enablement in Australia. You will own the CX transformation operating model and drive continuous improvement, shaping governance, portfolio intelligence and digital tool adoption to reduce manual effort and improve decision-making.

Reporting to the Head of Customer Experience Transformation, you’ll translate priorities into clear narratives, embed new ways of working, and collaborate with senior leaders to strengthen