Lead Service Designer

About the role

At Coles, we are committed to delivering exceptional customer experiences and driving innovation in the retail sector. As a leader in Australian retail, we are seeking a talented and innovative Service Design Lead to join our team. This role is pivotal in shaping user-centric services that not only meet customer needs but also align with our business objectives and strategic goals.

As the Service Design Lead at Coles, you will spearhead the development of innovative, user-focused services by leading cross-functional teams. You will advocate for design thinking methodologies, ensuring that our service design efforts align with broader strategic goals. Your role will encompass guiding end-to-end service design processes, fostering collaboration across business units, and providing leadership and mentorship to design teams.

Key Responsibilities:

• Leadership: Lead cross-functional teams to develop user-centric services that effectively meet both customer needs and business objectives.
• Advocacy: Advocate for design thinking methodologies across the marketing team and the wider organization, ensuring that service design aligns with broader strategic goals and drives value and innovation.
• Service Design Process: Shape and deliver end-to-end service design processes, including research, ideation, implementation, and optimization.
• Collaboration: Foster collaboration across business units to drive strategic and innovative solutions that enhance customer experiences and operational efficiency.
• Mentorship: Provide leadership and mentorship to design teams, cultivating a high-performing, creative, and innovative culture.

About you and your skills

• Proven experience in leading cross-functional teams in a service design or design leadership role.
• Strong business acumen and understanding of marketing and loyalty principles, and how that ties into the customer experience and business.
• Strong expertise in design thinking methodologies and their application to service design.
• Demonstrated ability to shape and execute end-to-end service design processes, from research through to implementation.
• Excellent collaboration skills, with a track record of working effectively across various business units.
• Proven leadership and mentorship skills, with a focus on fostering a creative and innovative team environment.
• Strong problem-solving abilities and a strategic mindset, with a passion for enhancing customer experiences and operational efficiency.