CX Transformation Leader: AI, Automation & Change
The Coles Group
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Benefits offered by this job
Job summary
The Coles Group in Melbourne is seeking a senior CX Transformation lead to own the transformation operating model and continuous improvement agenda. You will translate priorities into clear narratives, drive adoption and simplify governance using digital tools, automation and AI.
This role focuses on building portfolios, improving data quality, dashboards and decision support, and developing playbooks, onboarding and coaching to strengthen transformation capability.
Qualifications
- Significant experience leading transformation enablement and operating models.
- Proven ability to embed new ways of working in complex, cross-functional teams.
- Strong stakeholder engagement with senior leaders and change readiness.
- Ability to craft executive communications and transformation narratives.
Responsibilities
- Own CX Transformation operating model and continuous improvement agenda.
- Translate priorities into clear narratives and governance standards.
- Identify automation and AI opportunities to improve decision support.
- Develop playbooks, onboarding, training and coaching for teams.
- Track adoption, gather insights and drive portfolio intelligence improvements.
Skills
Education
Tools
Job description
The Coles Group in Melbourne is seeking a senior CX Transformation lead to own the transformation operating model and continuous improvement agenda. You will translate priorities into clear narratives, drive adoption and simplify governance using digital tools, automation and AI.
This role focuses on building portfolios, improving data quality, dashboards and decision support, and developing playbooks, onboarding and coaching to strengthen transformation capability.
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