Senior Service Designer

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

About you

You take pride in your craft, but always prioritise the right outcome over ego. You’re a team player, continuously learning, and genuinely curious about human behaviour. You lead with empathy, challenge the status quo, and adapt with ease to ambiguity and change.

You understand the commercial value of design — solving meaningful problems that create real value. You’re driven by a growth mindset and eager to contribute to a community that thrives on learning.

A typical day might include

• Leading large-scale, future-shaping projects
• Building trusted relationships across product, engineering, and marketing
• Conducting research that uncovers actionable insights
• Simplifying complexity through design thinking
• Influencing product and service roadmaps
• Supporting the professional growth of peers and non-designers alike