Senior Service Designer

As a Senior 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 on