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About the Role

This role, reporting to the Director of Future Experience, is responsible for bringing the organization's future experience vision to life. It involves translating emerging customer needs, behavioral shifts, and technological possibilities into testable concepts and guiding future direction through experimentation and evidence generation.

Responsibilities

Investigate customer, operational, and business behaviors through research, observation, and interviews to identify unmet needs and opportunities.
Map end-to-end experiences across people, processes, physical environments, and technology to identify areas for improvement.
Synthesize research, insights, and trends into framed experience opportunities, hypotheses, and assumptions.
Design experiments and validation activities with clear learning objectives and evaluation criteria.
Translate insights and hypotheses into future-state journeys, service concepts, interaction models, and prototypes.
Facilitate collaborative discovery, ideation, and evaluation activities with internal teams, clients, and partners.
Communicate research findings, experiment results, and future opportunities through narratives and supporting materials.
Develop and leverage reusable patterns, templates, and assets to improve the speed and consistency of exploration and prototyping.

Requirements

Demonstrated experience in experience, interaction, service, or product design.
Strong portfolio covering concept development, journey design, interface design, and prototyping.
Proficiency in Figma and contemporary design and prototyping tools.
Experience conducting or supporting concept validation and usability testing.
Understanding of accessibility, inclusive design, and design-system principles.
Experience collaborating with engineering and product teams in ambiguous, early-stage environments.
Experience with AI-enabled, adaptive, or emerging-technology experiences is desirable.

Skills

Figma
Design
Prototyping
Concept Development
Journey Design
Interface Design
Concept Validation
Usability Testing
Accessibility
Inclusive Design
Design Systems
AI-enabled experiences
Adaptive technologies
Emerging technologies

Location

Sydney, Australia

Work Type

Full-time

Experience Level

Mid-level

Benefits

Annual market competitive bonus program
Thrive Program (flexible work options, virtual Yoga, meditation sessions)
Global Wellness paid day off
Give Back Day

About the Company

Global technology company focused on creating dynamic, smart, personalized, and engaging customer experiences.
Operates in over 50 global markets with 9 offices worldwide and global headquarters in Sydney, Australia.
Values the principles of a family-owned business combined with an innovative start-up spirit.
Purpose: Creating Connections. Empowering Partnerships. Always Evolving.
Industry leaders with awards and records, including 2x Australia Good Design Awards and the largest hardware deployment in Quick Service Restaurant history.
Led by a forward-thinking CEO passionate about people and creating an enjoyable work environment.
Focus on providing rapid career advancement opportunities.
Crew values integrity, individuality, and inclusivity.
Encourages ideas and perspectives, working hard and having fun.

Equal Opportunity

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).