Senior Service Designer

We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives-you'll also get to see your impact.
About the Team
Commercial is a large but close-knit group. We bring diversity of thought, backgrounds, and experience to every business unit at Coles Supermarkets, Liquor and Coles Local. And we pride ourselves on the partnerships we build, new ideas we develop and how passionately we work on convenient, healthy solutions for our customers.
About the role
As a Senior Service Designer, you will be responsible for you will be leading service design work with other cross-functional partners across the Commercial, Operations, Finance, IT, and external suppliers to shape our company's products & services.
This is a 6-month fixed term contract opportunity.
Partnering closely with stakeholders, you will be responsible for all areas of Service Design work planning, research, testing and execution. Your work outcomes will be shaping Coles' digital program that will transform how we collaborate and win together with our supplier partners in future through the development and implementation of a new supplier portal.
You will also:

• Lead service design work in cross-functional team/s to help shape and prioritise the product roadmap; ensuring we are delivering on customer needs and business value
• Work with the delivery squads to identify, frame and challenge design problems & translate concepts into designs that illustrate the benefits and simplicity despite system complexity
• Conduct service design work yourself and sometimes providing coaching and feedback on work conducted by others in the team
• Educate and foster a shared understanding of customers, operational needs, personas, user journeys through omnichannel lens across the business
• Be an advocate for all customer groups and enable a customer obsessed culture
• Identify, frame and challenge design problems & translate concepts into designs that illustrate the benefits and simplicity despite system complexity
• Use innovative approaches to design and creative techniques to lead internal & external sessions and workshops for over large stakeholder group
• Contribute to the creation of a high performing and continuous learning team culture

About you and your skills
This role will leverage your proven experience and provide the opportunity to have genuine impact in the work that you will do. You will have:

• Demonstrated skills and experience in service mapping, customer journey mapping, service blueprint, business process analysis, research and CX
• Conduct qualitative design research using ethnographic and participatory methods
• Analyse data to inform design solutions with cross-functional partners and customers
• Eager to tackle complex problems and a natural at zooming out to see the big picture, then diving in to nail the important details; you thrive on putting all the pieces together
• You have considerable experience conducting qualitative user research and leveraging data to measure the efficacy of product designs
• Expert storyteller and adept communicator with excellent facilitation and presentation skills
• Comfortable with ambiguity, complexity whilst working with competing priorities
• You can turn complex and overlapping objectives into clearly defined objectives & metrics for teams to execute on
• Ability to lead and facilitate design thinking workshops

Please note that applications will close on the 22nd January.
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Take your next step into something bigger, apply now
With us it's not about the discounts (although you do get those), it's about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave and parental leave entitlements.
We're continuing to build a gender equitable team, and a culture that's just as diverse, inclusive and welcoming as the communities we serve. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.
We're happy to adjust our recruitment process to support candidates with disability. Find out more in the 'Our Recruitment Process' section of our careers site.
Job ID: 106698
Employment Type: Fixed Term