Change and Communications Lead

The NRMA; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Progressive flexibility

Travel discounts

MyNRMA membership

Insurance discounts

Career progression across NRMA

Job summary

The NRMA is seeking an experienced Change and Communications Lead to join the Project Management Office and support the Digital Agile Release Train (DART). You will translate technical changes into clear messages for leaders, frontline teams and customer-support audiences, driving adoption and readiness across multiple releases.

This full-time, hybrid role requires collaboration across Sydney CBD, Sydney Olympic Park and from-home work as needed.

Qualifications

• 5+ years experience in change management and internal/external communications.
• Experience supporting customer-facing digital or product changes.
• Experience working in an Agile/SAFe delivery environment.

Responsibilities

• Establish and deliver an integrated DART change, comms and engagement plan.
• Embed change planning within DART roadmap, PI planning, sprint cadence and release planning.
• Maintain an integrated view of DART-related change and communications windows.
• Conduct stakeholder and change impact assessments to size and sequence responses.
• Translate roadmap and technical changes into plain-language messages for leaders and frontline teams.
• Prepare contact centre and frontline teams for customer-facing releases with FAQs and briefs.

Skills

Change management

Communications

Stakeholder management

Agile/SAFe

Plain-language comms

Cross-functional collaboration

Project coordination

Education

Communications degree

Job description

We're looking for an experienced Change and Communications Lead to join our Project Management Office where you will be dedicated to the Digital Agile Release Train (DART), which brings together cross-functional product, technology and business teams to deliver customer-facing digital and product changes through an Agile cadence.

This is a fantastic opportunity for you to lead the change, communications and engagement activities required to support successful delivery, adoption and readiness across the DART release roadmap. You will translate technical and product changes into clear, audience-specific messages so impacted teams understand what is changing, why it matters, what it means for them and what they need to do.

This is a high-impact role where your ability to influence, engage and drive adoption will directly shape business outcomes.

This full-time permanent position is a hybrid work opportunity where you will be required to work across our Sydney CBD and Sydney Olympic Park offices as well as work from home as required and agreed.

What You'll Do

This is a hands-on, end-to-end change and communications role where you will:

• Establish, maintain and deliver an integrated DART change, communications and engagement plan that builds organisational awareness, understanding and support.
• Embed change and communications planning within the DART roadmap, Program Increment planning, sprint cadence, showcases and release planning.
• Maintain an integrated view of DART-related change, including business impacts, change saturation, dependencies, sequencing and communication windows.
• Conduct stakeholder and change impact assessments to identify who is affected, how they are impacted and the appropriate scale and sequence of the response.
• Identify impacts to people, processes, customer journeys, technology, policy, ways of working, capability and operational readiness for relevant releases
• Translate the DART roadmap, technical changes and product outcomes into clear, plain-language communications tailored to leaders, frontline teams, customer-support teams and other impacted audiences.
• Develop and deliver change, communication, engagement and readiness plans aligned to sprint, release and go-live milestones.
• Prepare Contact Centre and frontline teams for customer-facing releases through FAQs, key messages, leader briefing packs, talking points, learning module updates and knowledge content.
• Plan and deliver Agile engagement activities, including showcases, demonstrations, lunch and learns, stakeholder briefings, release updates and feedback sessions.
• Coordinate with Product, Technology, Marketing and Brand, Legal and Compliance, Contact Centre and operational teams to ensure messages are accurate, timely and aligned.
• Conduct readiness checks, identify risks and gaps, agree mitigation actions, monitor feedback and adoption, and capture lessons through retrospectives and post-implementation reviews.

What You'll Bring

• Relevant qualification in communications, business, marketing or a related discipline (desirable not essential)
• A change management certification such as Prosci, ADKAR or equivalent, with practical application in an Agile delivery environment.
• 5+ years' experience in change management and/or internal and external communications.
• Experience supporting customer-facing digital or product changes and the related internal organisational change.
• Demonstrated experience working within an Agile and/or SAFe delivery model and embedding change within an Agile Release Train or squad cadence.
• A proven ability to translate technical and product changes into clear, plain-language communications for cross-departmental, leadership, frontline and customer-support audiences.
• Experience conducting stakeholder and change impact assessments and using the findings to shape the scale and sequencing of the response.
• Extensive experience delivering change, communications, engagement and readiness plans across multiple concurrent releases or initiatives.
• Experience preparing Contact Centre or frontline teams for customer-facing changes, including FAQs, leader materials and learning or knowledge content.
• Strong stakeholder management skills across Agile squads, Product Owners, Technology, Legal and Compliance, Contact Centre, Marketing and Brand, leaders and frontline teams.
• Excellent written and verbal communication skills, with strong planning, prioritisation and execution skills across compressed sprint and release timelines.
• A collaborative, proactive and pragmatic approach, with the confidence to work through ambiguity, constructively challenge, facilitate alignment and keep the customer and employee experience front of mind.

What's in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts
• Complimentary myNRMA membership including free Roadside Assistance & discounts on fuel, groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know You Belong

We're for inclusion, diversity and representing the members, guests, customers and communities we serve. That's why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.

Join the NRMA and grow your career with us.