Design Researcher - Hawthorn East

📍 Job Overview

Job Title: Design Researcher

Company: Coles Group

Location: Hawthorn East, Victoria, Australia

Job Type: Full-time

Category: Design Research / Customer Experience Operations

Date Posted: 12 November 2025

Experience Level: Mid-Level (2-5 Years)

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end design research initiatives to uncover deep insights into customer, team member, and supplier needs, directly influencing product and service design.

• Collaborate extensively with cross-functional teams, including eCommerce, Operations, Marketing, and Merchandising, to translate research findings into actionable strategies that enhance omni-channel experiences.

• Champion a user-centered design approach by building shared understanding and empathy across the organization, ensuring solutions are problem-first and customer-centric.

• Synthesize qualitative and quantitative data, alongside voice-of-customer feedback, to create compelling narratives that drive informed decision-making and shape product roadmaps.

• Support and mentor other designers in conducting rigorous research, particularly usability testing, to validate solutions and ensure they meet user needs effectively.

📝 Enhancement Note: This role is positioned within the Digital team's broader Design Team at Coles, suggesting a focus on digital product and service innovation. While not a traditional "Operations" role, the emphasis on understanding customer and team member needs, collaborating with Operations, and shaping service delivery makes it highly relevant to operations professionals focused on customer experience and process improvement within a large retail context. The "Design Researcher" title implies a strong emphasis on qualitative and quantitative data gathering, analysis, and synthesis to inform strategic decisions, which aligns with core operations competencies.

📈 Primary Responsibilities

• Plan, execute, and synthesize design research projects across the full Double Diamond framework, from problem exploration to solution validation.

• Conduct generative research (e.g., interviews, ethnography) to identify unmet needs, pain points, and opportunities within customer and team member journeys.

• Lead evaluative research (e.g., usability testing, A/B testing analysis) to assess the effectiveness and user-friendliness of digital and physical service touchpoints.

• Develop and present clear, concise, and actionable insights to diverse stakeholders, including product managers, engineers, marketing teams, and senior leadership.

• Translate research findings into tangible design recommendations, user personas, journey maps, and service blueprints that guide product development and operational improvements.

• Partner with analytics teams to integrate quantitative data with qualitative insights, providing a holistic view of user behavior and impact.

• Contribute to refining and scaling the design research practice at Coles, including developing research methodologies, templates, and best practices.

• Foster a culture of user empathy and data-driven decision-making throughout the organization by sharing research outcomes effectively.

• Collaborate with accessibility specialists to ensure research methodologies and outcomes are inclusive and address the needs of diverse user groups.

• Identify opportunities to leverage existing insights and data sources before initiating new research, ensuring efficiency and impact.

📝 Enhancement Note: The responsibilities highlight a strategic role in bridging user needs with business objectives. For operations professionals, this means understanding how research directly impacts the efficiency and effectiveness of service delivery, customer satisfaction metrics, and operational workflows. The emphasis on "actionable insights" and "influencing product decisions" suggests a direct link between research outcomes and operational improvements.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field is typically expected for a Design Researcher role. Equivalent practical experience will also be considered.

Experience: 2-5 years of professional experience in design research, user research, UX research, or a similar role, with a proven track record of delivering impactful insights.

Required Skills:

• Demonstrated expertise in planning and executing a wide range of qualitative and quantitative research methodologies (e.g., user interviews, surveys, usability testing, ethnographic studies, contextual inquiry).

• Strong skills in synthesizing complex data from various sources (qualitative, quantitative, analytics) into clear, actionable insights.

• Proven ability to collaborate effectively with cross-functional teams (e.g., Product, Engineering, Marketing, Operations, Merchandising).

• Excellent storytelling and presentation skills, with the ability to influence stakeholders and drive decision-making through compelling narratives.

• A deep understanding of the Double Diamond design process and experience working across both discovery and validation phases.

• Proficiency in user-centered design principles and a strong empathy for users.

• Experience in supporting and coaching team members on research practices.

• Adaptability and pragmatism in balancing multiple projects and prioritizing impact.

• A growth mindset, with a willingness to learn, share knowledge, and contribute to team goals.

Preferred Skills:

• Experience in the retail or e-commerce industry.

• Familiarity with accessibility research principles and best practices.

• Experience with data analysis tools and techniques beyond qualitative synthesis.

• Knowledge of service design methodologies and tools.

• Experience in mentoring junior researchers or designers.

📝 Enhancement Note: The requirements emphasize a blend of technical research skills and strong interpersonal/influencing abilities. For operations candidates, transferable skills include data analysis, process mapping (akin to journey mapping), stakeholder management, and problem-solving. Highlighting experience in understanding user behavior patterns and translating them into actionable recommendations will be key.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing 3-5 impactful research projects that demonstrate a full research lifecycle from planning to synthesis and actionable insights.

• Case studies should clearly articulate the problem statement, research objectives, methodologies employed, key findings, and the impact of the research on product or service decisions.

• Evidence of collaboration with cross-functional teams and how research insights were communicated and integrated.

• Examples of how qualitative and quantitative data were combined to form a holistic understanding.

Process Documentation:

• Demonstrate experience in developing research plans and protocols tailored to specific project goals and contexts.

• Showcase ability to create clear documentation for research synthesis, including affinity diagrams, user journey maps, personas, and insight summaries.

• Provide examples of how research findings were translated into actionable recommendations for product teams, designers, or operational stakeholders.

• Illustrate experience in sharing research insights effectively through presentations, reports, or workshops.

📝 Enhancement Note: A strong portfolio is crucial for this role. Operations professionals should highlight projects where their analytical and problem-solving skills led to tangible improvements in processes, customer satisfaction, or operational efficiency. Quantifiable results and clear articulation of the "impact" of their work will be paramount.

💵 Compensation & Benefits

Salary Range: While not specified, for a Design Researcher with 2-5 years of experience in Hawthorn East, Melbourne, Australia, a competitive salary range would typically fall between AUD $80,000 - $110,000 per annum, depending on the specific experience and qualifications of the candidate.

Benefits:

• Flexible working options, including hybrid arrangements to support work-life balance.

• On-site office perks: gym facilities, fitness classes, free parking, BBQ area, mini-Coles supermarket, food sampling hub.

• Team member discounts: 5% discount on Supermarket and Liquor purchases (online and in-store), with potential for double discounts (10%) at various times.

• Recognition program ('mythanks') with points redeemable for gifts and gift cards.

• Opportunities for learning and development, including job-specific training and career development programs.

• Paid parental leave for permanent team members.

• Investment in future through an annual team member share plan.

Working Hours: Full-time employment, with flexible and hybrid working options. A standard full-time week is approximately 40 hours.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for similar roles in Melbourne, Australia, considering the company's size and industry. The benefits package is extensive, reflecting Coles Group's commitment to employee well-being and development, which is attractive to professionals seeking a stable and supportive work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Supermarkets, Liquor, Health & Beauty, Pet Products, etc.)

Company Size: Large Enterprise (over 115,000 team members globally). This scale means opportunities for significant impact and exposure to complex operational challenges.

Founded: 1914. Coles Group has a long-standing history and a deep understanding of the Australian market, evolving from a grocery store to a diversified retail giant.

Team Structure:

• This role reports to the Service Design & Design Research Manager and is part of a broader Design Team within the Digital division.

• The Design Team includes experts in Product, Service, Digital Accessibility, and Content Design, fostering a collaborative and multidisciplinary environment.

Methodology:

• Data-driven decision-making is a core principle, emphasized by the need to combine qualitative research with analytics and voice-of-customer data.

• A user-centered design approach is paramount, ensuring that customer needs and behaviors are at the forefront of all product and service development.

• Agile methodologies are likely employed within the Digital team, requiring flexibility and iterative development.

• Emphasis on building shared understanding and empathy across diverse teams to ensure cohesive customer experiences.

Company Website: https://www.colesgroup.com.au/

📝 Enhancement Note: Coles Group's long history and large scale provide a stable environment with significant opportunities for professional growth and impact. The emphasis on digital transformation and omni-channel experiences suggests a forward-thinking culture that values innovation, data, and customer-centricity, aligning well with operations professionals seeking to leverage research for process and experience improvements.

📈 Career & Growth Analysis

Operations Career Level: This is a Mid-Level Design Researcher role, typically requiring 2-5 years of experience. It offers significant responsibility in leading research projects and influencing product strategy. For operations professionals, this role represents a transition into a more strategic, insight-driven function that directly impacts customer-facing processes and digital product development.

Reporting Structure: Reports to the Service Design & Design Research Manager. This individual will likely have direct interaction with senior leaders in product, design, and potentially operations.

Operations Impact: The role's impact is significant, as design research directly informs the development of customer experiences across digital and physical touchpoints. This influences customer satisfaction, loyalty, operational efficiency (by solving the right problems), and ultimately, revenue. For operations, understanding how research shapes customer journeys can lead to more efficient fulfillment, better customer service protocols, and optimized in-store or online processes.

Growth Opportunities:

• Specialization: Develop deep expertise in specific research methodologies or customer segments (e.g., accessibility, loyalty programs, specific product categories).

• Leadership: Progress to Senior Design Researcher, leading larger, more complex research initiatives, and potentially mentoring junior team members.

• Cross-functional Mobility: Transition into roles within Product Management, Service Design, CX Strategy, or even operational strategy roles, leveraging a deep understanding of customer needs.

• Skill Development: Continuous learning through internal training, workshops, and potentially external conferences/certifications in advanced research techniques, data analysis, or design thinking.

📝 Enhancement Note: This role offers a unique path for operations professionals to pivot towards a more strategic, customer-centric function. The skills gained in research, synthesis, and influencing stakeholders are highly transferable and can open doors to leadership positions across various business functions, including operations.

🌐 Work Environment

Office Type: Hybrid work model, indicating a blend of on-site collaboration and remote flexibility. The Hawthorn East office is described as having significant amenities.

Office Location(s): Hawthorn East, Victoria, Australia. This is a well-established business hub.

Workspace Context:

• Collaborative environment with on-site perks designed to enhance employee experience and well-being.

• Access to a range of tools and technologies likely used by the Digital and Design teams, including research platforms, collaboration software, and potentially prototyping tools.

• Opportunities for frequent interaction with a multidisciplinary design team and cross-functional partners, fostering a dynamic and engaging work environment.

• The hybrid model allows for focused individual work and collaborative team sessions, catering to different work styles and project needs.

Work Schedule: Standard full-time hours (approx. 40 hours/week) with flexibility provided through the hybrid work arrangement, allowing for better integration of work and personal life.

📝 Enhancement Note: The hybrid model and extensive office perks suggest a company culture that values employee well-being and a productive work environment. For operations professionals accustomed to structured work environments, this offers a modern approach to work that balances collaboration with personal flexibility.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a brief call with HR or a recruiter to assess basic qualifications and cultural fit.

• Hiring Manager Interview: Discussion with the Service Design & Design Research Manager to delve into experience, research methodologies, and strategic thinking.

• Portfolio Presentation: A key stage where candidates present 2-3 selected case studies from their portfolio, demonstrating their research process, insights, and impact. This is where they will assess your ability to articulate your work and its business value.

• Cross-functional/Team Interview: Meeting with other members of the design team and/or cross-functional partners (e.g., Product Manager, Operations representative) to evaluate collaboration style, communication skills, and ability to integrate research into broader workflows.

• Final Interview: Potentially with a more senior leader to discuss overall fit and strategic alignment.

Portfolio Review Tips:

• Storytelling: Structure your case studies as compelling narratives. Clearly define the problem, your approach, the insights uncovered, and the tangible outcomes or impact.

• Process Focus: Detail your research process, including how you chose methodologies, handled challenges, and synthesized findings. For operations context, highlight how your research informed process improvements or operational efficiency.

• Quantifiable Impact: Whenever possible, quantify the impact of your research. Did it lead to a measurable increase in conversion, a reduction in support tickets, or an improvement in task completion rates?

• Collaboration: Showcase instances where you collaborated effectively with other teams, especially operations, to ensure research insights were understood and acted upon.

• Tailoring: Be prepared to discuss how your research skills could benefit Coles Group and its specific operational challenges in the retail sector.

Challenge Preparation:

• Methodology Deep Dive: Be ready to discuss the pros and cons of various research methods and justify your choices for specific scenarios.

• Problem-Solving Scenarios: Prepare for hypothetical questions about how you would approach research for a given challenge (e.g., understanding why customer churn is increasing in a specific segment, or improving the usability of a new fulfillment feature).

• Insight Synthesis: Practice articulating complex findings clearly and concisely, translating raw data into strategic recommendations.

• Stakeholder Management: Think about how you would communicate research findings to different audiences (e.g., technical teams vs. business leaders) and handle potential pushback.

📝 Enhancement Note: For operations professionals, the portfolio review is a critical opportunity to translate their experience in process analysis and problem-solving into the language of design research. Highlighting projects where data analysis led to operational improvements or where understanding user behavior informed process changes will be highly advantageous.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Tools for conducting user interviews (e.g., Zoom, Google Meet), surveys (e.g., SurveyMonkey, Qualtrics), and potentially remote usability testing platforms (e.g., UserTesting.com, Lookback).

• Collaboration Tools: Microsoft Teams, Slack, Confluence, Jira for team communication and project management.

• Design & Prototyping Tools: While not the primary focus, familiarity with tools like Figma, Sketch, or Adobe XD may be beneficial for understanding design outputs and collaborating on prototypes.

Analytics & Reporting:

• Web Analytics: Google Analytics or similar for understanding user behavior on digital platforms.

• Voice of Customer (VoC) Tools: Platforms for collecting and analyzing customer feedback (e.g., Medallia, Qualtrics CX).

• Data Visualization Tools: Tableau, Power BI, or internal dashboards for presenting combined qualitative and quantitative insights.

CRM & Automation:

• While not directly managed by this role, familiarity with CRM data (e.g., Salesforce) and how it can inform research or be enriched by it would be valuable.

• Understanding of how research insights can feed into marketing automation or customer service workflows.

📝 Enhancement Note: The technology stack indicates a modern digital environment. Operations professionals should highlight their proficiency with data analysis tools, CRM systems, and any experience in leveraging customer data to drive insights, which are directly relevant to this role's requirements.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of customers, ensuring all decisions and designs are geared towards positive customer outcomes.

• Collaboration: A strong emphasis on working together across diverse teams, valuing collective intelligence and shared goals.

• Curiosity & Continuous Learning: A proactive approach to seeking knowledge, exploring new ideas, and staying abreast of industry trends and research best practices.

• Impact & Value: A focus on delivering meaningful results that create real value for both customers and the business, understanding the commercial implications of design work.

• Empathy: Leading with understanding and compassion for users and colleagues, fostering trust and building strong relationships.

• Pragmatism & Agility: Balancing rigor with practicality, adapting methodologies to project needs and delivering insights efficiently.

Collaboration Style:

• Highly collaborative, working closely with product managers, designers, engineers, marketers, and operations teams.

• Encourages open communication, feedback exchange, and cross-pollination of ideas to ensure research insights are well-integrated and understood.

• Fosters a supportive environment where team members share their craft, learn from each other, and work towards common objectives.

• Values diverse perspectives and actively seeks input from various stakeholders to ensure research is relevant and impactful.

📝 Enhancement Note: The values align with a modern, agile, and user-focused organization. Operations professionals will find common ground in the emphasis on collaboration, impact, and data-driven decision-making, while also embracing a more human-centered approach to problem-solving.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Multiple Projects: Effectively managing competing research priorities and deadlines across various product areas and stakeholders.

• Driving Action from Insights: Ensuring research findings are not just delivered but are actively understood, adopted, and acted upon by cross-functional teams, overcoming potential organizational inertia.

• Research Rigor vs. Speed: Finding the right balance between conducting thorough, high-quality research and delivering timely insights in a fast-paced retail environment.

• Measuring Research Impact: Quantifying the direct impact of design research on business outcomes and operational efficiencies can be challenging but is crucial for demonstrating value.

• Navigating a Large Organization: Effectively influencing decisions and building consensus within a large, complex organization like Coles Group.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to deepen expertise in specialized research methods, such as diary studies, longitudinal research, or advanced qualitative analysis.

• Cross-Disciplinary Learning: Gaining exposure to product management, service design, UX/UI design, and operational processes, broadening understanding of the customer journey.

• Industry Engagement: Potential for attending industry conferences, workshops, and networking with other design researchers.

• Mentorship: Access to experienced leaders within the design team for guidance and career development.

• Impactful Projects: Working on projects that have a tangible impact on millions of Australians, providing significant professional satisfaction and resume-building experience.

📝 Enhancement Note: For operations professionals, the challenges often mirror those in their current roles (e.g., influencing stakeholders, driving action, managing multiple priorities). The growth opportunities offer a chance to refine analytical skills, expand into strategic thinking, and gain a deeper understanding of customer behavior, which can be highly beneficial for future operations leadership roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a stakeholder who was resistant to your research findings. How did you approach it, and what was the outcome?" (Focus on communication, data visualization, and empathy).

• "Walk us through a research project where you had to balance speed and rigor. What trade-offs did you make, and how did you ensure the insights were still actionable?" (Highlighting pragmatism and impact).

• "How would you approach understanding customer behavior for a new online grocery fulfillment option? What methods would you use, and what potential challenges do you foresee?" (Assessing problem definition and methodological knowledge).

Company & Culture Questions:

• "What interests you about design research at Coles Group specifically, given our position in the retail industry?" (Research the company's recent initiatives, digital strategy, and customer focus).

• "How do you approach collaboration with operational teams to ensure research insights translate into effective service delivery or process improvements?" (Demonstrate understanding of operational impact).

Portfolio Presentation Strategy:

• Choose Diverse Projects: Select case studies that showcase a range of methodologies, project types (generative vs. evaluative), and stakeholder collaborations.

• Focus on "So What?": For each project, clearly articulate the "so what?" – the actionable insights derived and their impact. Quantify results where possible.

• Emphasize Collaboration: Detail how you partnered with other teams, including operations, to gather context, share findings, and drive implementation.

• Be Ready for Deep Dives: Anticipate detailed questions about your methodology, decision-making process, and how you handled challenges.

• Connect to Coles: Briefly explain how your experience and approach would be valuable to Coles Group's specific challenges and goals.

📝 Enhancement Note: For operations professionals, framing their past projects in terms of "customer impact," "process optimization," and "efficiency gains" will resonate well with the design research context. Highlighting how they used data to understand root causes and influence solutions is key.

📌 Application Steps

To apply for this Design Researcher position:

• Submit your application through the Coles Group Careers portal.

• Curate Your Portfolio: Select 2-3 of your most impactful research projects that best demonstrate your end-to-end research process, synthesis skills, and ability to drive action. Ensure each case study clearly outlines the problem, your approach, key insights, and measurable impact, particularly highlighting any link to operational improvements or customer experience enhancement.

• Tailor Your Resume: Review the job description and integrate relevant keywords and phrases naturally into your resume, emphasizing your experience with research methodologies, cross-functional collaboration, data synthesis, and influencing stakeholders. Highlight any experience in retail or customer-facing operations.

• Prepare Your Narrative: Practice articulating your experience and portfolio projects concisely and compellingly. Be ready to discuss your approach to research, how you handle challenges, and how your insights have led to positive outcomes. Prepare specific examples for common interview questions related to problem-solving, collaboration, and influencing.

• Research Coles Group: Understand Coles' digital strategy, recent customer initiatives, and its position in the Australian retail market. Consider how design research contributes to their omni-channel goals and operational efficiency.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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