Experience Designer, Future Experience

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

Key responsibilities for the role • Investigate customer, operational and business behaviours through contextual research, field observation, interviews and stakeholder engagement to identify unmet needs and emerging opportunities.

• Map end-to-end experiences across people, processes, physical environments and technology to reveal dependencies and opportunities for improvement or transformation. • Synthesise research, behavioural insights, business signals and emerging trends into clearly 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 interactive prototypes at the appropriate level of fidelity, collaborating with technical and design specialists. • Facilitate collaborative discovery, ideation and evaluation activities with internal teams, clients and partners to build shared understanding and challenge existing assumptions. • Capture and communicate research findings, experiment results and future opportunities through clear demonstration narratives, scripts and supporting materials for executive and client stakeholders. • Develop and leverage reusable patterns, templates and assets to improve the speed and consistency of exploration, prototyping and iteration.