Change Manager - Customer Contact

Bendigo Bank; South Australia; Hybrid; AUD 70,000 - 90,000; Part time

Benefits offered by this job

Ongoing development support

Access to 24/7 EAP services

Job summary

A leading financial institution is seeking a Change Manager to lead the people side of change initiatives, ensuring engagement and support during transitions. This role involves designing change strategies, coaching teams, and collaborating with stakeholders to embed a culture of change leadership. Ideal candidates will bring experience in change management frameworks and strong communication skills, particularly in the context of customer-centric environments. This is a permanent, part-time position requiring 3 days of work per week.

Qualifications

• Demonstrated experience delivering end-to-end change on medium to large initiatives with complex stakeholders.
• Solid understanding of change management frameworks, methodologies and tools.
• Experience working in agile environments.

Responsibilities

• Lead the design and delivery of end-to-end change strategies and plans.
• Drive readiness, engagement and adoption across change.
• Provide trusted change advice and counsel to leaders.

Skills

Change management frameworks

Stakeholder engagement

Communication skills

Agile methodologies

Tools

Prosci

ADKAR

Job description

Overview

2 days ago Be among the first 25 applicants

Direct message the job poster from Bendigo Bank

Closing date: COB Tuesday, 13th January 2026

Within Customer Contact, change plays a critical role in how we deliver exceptional experiences across phone, digital and emerging channels. This is where strategy meets real conversations, and where thoughtful, people-centred change makes a genuine difference.

As Change Manager, Customer Contact, you will lead the people side of change across complex initiatives, ensuring our teams are supported, engaged and ready to adopt new ways of working. You’ll design and deliver change strategies that balance pace with care, helping our people navigate shifts in processes, technology, roles and structures while keeping customers front of mind.

Working closely with leaders, delivery teams and enterprise partners, you’ll build strong change capability, foster visible sponsorship and help embed a culture of change leadership and continuous improvement.

Key responsibilities

• Lead the design and delivery of end-to-end change strategies and plans aligned to BEN’s Change Methodology
• Drive readiness, engagement and adoption across people, process, technology and structural change
• Partner with leaders, sponsors and delivery teams to identify impacts, risks and targeted interventions
• Deliver stakeholder engagement and sponsorship plans that enable visible, effective leadership
• Apply structured change approaches to support agile delivery and continuous improvement
• Identify and manage change-related risks, issues and dependencies to support successful outcomes
• Define and measure change success metrics, tracking adoption and benefits realisation
• Coach and uplift change capability within Customer Contact, building strong change networks and champions
• Collaborate with Internal Communications, Marketing and Corporate Affairs to align messaging and communication plans
• Provide trusted change advice and counsel to leaders across initiatives

To succeed in this role, we’d love you to have

• Demonstrated experience delivering end-to-end change on medium to large initiatives with complex stakeholders
• Solid understanding of change management frameworks, methodologies and tools (e.g. Prosci / ADKAR)
• Experience working in agile environments and alongside digital or technology-enabled change
• Strong stakeholder engagement, facilitation and communication skills, with the ability to manage resistance constructively
• Confidence partnering with leaders and influencing without authority
• Experience in contact centres and/or financial services (highly regarded)
• Ability to balance pace, risk and reward while keeping people and customers at the centre of decisions
• A collaborative, values-led mindset that reflects make a difference, own it, find the right way and be better together

Why Bendigo Bank

We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

This role is a Permanent, Part-time opportunity. The roster is 3 days per week (45 hours per fortnight), based in either Ipswich, Melbourne, Bendigo or Adelaide.

Diversity and inclusion

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Our perks and benefits

Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
• We know the last few years have been rough, so we have partnered with TELUS Health as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We are committed to responding to all candidates, regardless of the outcome of your application.

Closing date information preserved above.