Change & Delivery Lead

Australia Post; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model (3 days on-site)

Diversity & Inclusion focus

Job summary

Australia Post is seeking a Change and Delivery Lead to drive end-to-end change initiatives within the CS Customer Experience team. You will apply best-practice project and change methodologies to improve business performance and customer experience, with 3 on-site days in a hybrid role across Melbourne, Sydney and Brisbane.

You will partner with business units and cross-functional teams to accelerate delivery, manage risks, and ensure governance.

Qualifications

• Experience leading delivery or change management initiatives.
• Direct exposure to contact centre or frontline work.
• Certifications in Agile (e.g. Scrum Master, SAFe), PRINCE2, or Prosci desirable.

Responsibilities

• Lead end-to-end delivery of change initiatives, on time and on budget, aligned to business outcomes.
• Coordinate cross-functional teams to execute delivery plans.
• Apply agile delivery and change management practices to manage scope, timing, governance & quality.
• Proactively manage risks, dependencies, issues and escalations across projects.
• Establish cadence with Portfolio Lead and stakeholders to monitor progress.

Skills

Change management

Stakeholder management

Agile delivery

Risk management

Governance

Education

Agile certifications (Scrum Master/SAFe)

PRINCE2

Prosci Change Management

Tools

Smartsheet

Shibumi

Salesforce

Job description

Being in a business support role at Australia Post means helping our people deliver for every Australian. Just like our Posties, you’re still the people behind every parcel. Whatever your team or role, you’re helping grow our people, grow our business and making a lasting impact on the Australian community. You’ll find a culture of connection in our great people and the flexibility to balance work with life outside of it.

About the opportunity

Sitting within the CS Customer Experience team in Customer Success, as Change and Delivery Lead you will be responsible for the successful delivery of change initiatives across the organisation, ensuring alignment with strategic priorities and operational goals.

In this role you will lead the end-to-end change lifecycle from concept to completion, applying best-practice project and change methodologies to drive outcomes that improve business performance, enhance customer experience, and support operational excellence.

This role is open to Melbourne, Sydney and Brisbane. This role is hybrid with 3-days required on-site.

What you’ll deliver with us

You will partner closely with business units, performance leads, and cross-functional teams to accelerate delivery, proactively manage risks, uphold governance standards, and ensure strong stakeholder alignment.

You’ll also

• Lead the end-to-end delivery of change initiatives, ensuring they are executed on time, on budget, and aligned to agreed business outcomes.
• Coordinate cross-functional teams across business units and support functions to execute delivery plans.
• Apply agile delivery and change management practices to manage scope, timing, governance, and quality.
• Proactively manage risks, dependencies, issues, and escalations across projects and portfolios.
• Establish regular cadence with the Portfolio Lead and stakeholders to monitor progress and control outcomes.

About you

You're a passionate change champion with a strong background in continuous improvement. You’re confident working in a matrixed environment and comfortable engaging with stakeholders at all levels. You know how to consult, lead, and influence, and you’re not afraid to take ownership and drive initiatives through to completion. Your ability to identify opportunities for improvement and foster readiness for change makes you a trusted advisor and a catalyst for transformation.

You’ll also need

• Experience in leading delivery or change management roles (preferred)
• Direct exposure to contact centre or frontline work, offering valuable perspective on environment and processes.
• Understanding of change practices within regulated and customer-facing industries.
• Knowledge of Smartsheet, Shibumi & Salesforce applications
• Familiarity with governance frameworks and reporting expectations for project delivery in financial or complex operating environments
• Certifications in Agile (e.g. Scrum Master, SAFe), PRINCE2, or Change Management (e.g. Prosci) desirable.

How we’ll deliver for you

• Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
• We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
• Immerse yourself in the AP Way – where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose.

All walks, one route

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier-free. We’re also working hard to remove bias and build a gender-equitable experience for everyone who joins us. If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at ***************@auspost.com.au or on 03 8737 9***.