Senior Customer Transformation Lead

Ranchero; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Flexible working

Gym facilities

Free parking

Discounts on products

Share plan

Learning & development

Job summary

Coles Group in Melbourne is seeking a Senior Manager, Customer Transformation to own the integrated management of the CX transformation portfolio, aligning priorities with investment, capacity and value across multiple functions.

You'll lead a CX Transformation analytics team, set high analysis standards and deliver executive-ready recommendations, while partnering with Finance, Technology, Operations, Product and Strategy to secure outcomes.

Qualifications

• Extensive experience in transformation, portfolio management, strategy, consulting, program management or a related discipline.
• Proven experience leading an integrated portfolio or transformation office across complex, cross-functional change.
• Strong capability across prioritisation, integrated roadmaps, dependency management, capacity planning and delivery governance.
• Commercial and financial acumen with experience assessing investment, capacity, benefits and realised value.
• The ability to interpret complex portfolio information into clear executive recommendations and decision materials.
• Strong influencing skills with the confidence to challenge senior stakeholders and propose trade-offs.
• Proven people leadership experience with coaching, quality standards and capability building.
• Experience in customer, digital, retail or enterprise transformation is highly regarded.

Responsibilities

• Own the integrated CX transformation portfolio planning and governance across products, programs and initiatives.
• Collaborate with Finance, Technology, Operations, Product, Commercial and Strategy to prioritise and sequence work.
• Lead and develop a pooled team of CX Transformation analysts and set high analytical standards.
• Provide executive-ready recommendations and intervention when outcomes risk materialising.
• Drive capability building and consistent delivery governance across the portfolio.

Skills

Portfolio management

Strategy and transformation

Stakeholder management

Leadership

Job description

Coles Group in Melbourne is seeking a Senior Manager, Customer Transformation to own the integrated management of the CX transformation portfolio, aligning priorities with investment, capacity and value across multiple functions.

You'll lead a CX Transformation analytics team, set high analysis standards and deliver executive-ready recommendations, while partnering with Finance, Technology, Operations, Product and Strategy to secure outcomes.