Retail

Service Designer

Archived
Full Time

Coles Group

About the role

Want to discover opportunities that challenge you? Connect to a career that can take you places? Inspire millions of Australians to lead healthier, happier lives? eCommerce is where you’ll find the freedom, support, and inspiration to do all that and more. We’re the team at the heart of our digital transformation – the ones creating the unified experiences and inclusive services our customers want and need. Open. Innovative. Accessibility-obsessed. It’s our eCommerce team that are redefining what we do, how we do it and why. So, we can build a digital offering fit for every Australian. So, we can shape the future of retail for better. So, we can find more ways to sustainably feed our nation – today and tomorrow.

Our Customer Experience and Technology (CXT) team within our eCommerce function is significantly growing as we continue to invest in delivering the best digital shopping experience for our Customers. Our Digital Experience team is now seeking a Service Designer to join their growing team.

Please note we are keen to hear from candidates in Melbourne, Brisbane or Sydney. If you want to play a part in the future of digital retailing at Coles, then do apply now!

What you’ll be doing:

As a Service Designer, you will be responsible for you will be leading service design work with other cross-functional partners across the eCommerce, Operations, Marketing, Ocado, Customer Care, Merchandising and external suppliers to shape our company’s products & services. Working 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’ brand experience to millions of Australian and how they will be interacting with our products & services.

You’ll also:

  • Be working with the Coles Strategy team and Executive Leadership team to anticipate customer needs and help guide them to create product strategy through Service Design & Research work
  • Conducting 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 able to 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 creating a high performing and continuous learning team culture

Good things you’ll need:

  • 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
  • Analyze 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
  • You can turn complex and overlapping objectives into clearly defined objectives & metrics for teams to execute
Location
Hawthorn East, VIC
Type
Full Time
Industry
Retail
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