CX Transformation Lead | Portfolio Delivery & Impact

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

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