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 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. Working under the Director of Future Experience, this role brings the organisation’s future experience ambition to life by translating emerging customer needs, behavioural shifts and technology possibilities into clear hypotheses and testable concepts. It connects discovery with experimentation across physical, digital and service environments to generate evidence that guides experience direction, product opportunities and future investment decisions. 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.

Qualifications and experience

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.

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history. We are led by a forward‑thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent. Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone. Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of versatile work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a paid “Give Back Day” to allow our Crew an opportunity to make an impact in the community. Be inspired To Be More<

📌 Experience Designer, Future Experience (Sydney)
🏢 Coates Group
📍 Sydney