We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 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 ROLE

Reporting to the Service Design & Design Research Manager, as Senior Service Designer you’ll develop a deep understanding of - and design how - services are created, delivered and experienced by Coles’ Group customers.
Designing services at Coles, you will impact millions of Australians in an essential service they rely upon everyday, for some (like those with accessibility needs) it is critical. And it is not just about the weekly food shop - it’s also the experience of shopping for Liquor, pet products, beauty, health and so much more.
You will be leading Service Design work not only in Digital but across the enterprise with other cross-functional partners across the eCommerce, Operations, Marketing, Fulfilment, Customer Care, Merchandising and external suppliers to shape our company’s products & services.

WHAT YOU’LL DO

• Own the end-to-end Service Design process: from planning and research to experience design and delivery
• Build shared understanding of customer journeys, operational needs, and service touchpoints
• Partner with stakeholders to align on unified, customer-centric experiences
• Influence decisions using data-driven insights and research-led strategies
• Facilitate co-creation workshops that drive clarity and action
• Mentor designers and foster a strong design culture across the business