CRM Transformation Lead | Change & Stakeholder Engagement

City of Darwin; Darwin; On-site; AUD 95,000 - 125,000; Full time

Job summary

City of Darwin is undertaking a CRM transformation to modernise engagement with the community, manage service requests and deliver services across the organisation. This Role, Business Transformation Specialist, Level 8, 12–24 month contract, is based in Darwin, Australia, and focuses on building trusted relationships and translating business needs into sustainable solutions.

You will work across many functions, engage with frontline staff and executives, and help deliver process improvements

Qualifications

• Relationship building and communication skills.
• Experience leading or contributing to transformation projects.
• Strong analytical and problem-solving abilities.
• Ability to understand complex operational environments and translate needs into practical solutions.

Responsibilities

• Build strong and trusted relationships across City of Darwin staff.
• Engage with business units to understand operational challenges and improvement opportunities.
• Facilitate workshops, consultation sessions and process design activities.
• Analyse business processes to improve efficiency, service delivery and customer experience.
• Support the CRM implementation program and related transformation initiatives.
• Translate business requirements into practical solutions.
• Coordinate testing, readiness, implementation and adoption activities.
• Assist with change management, communications and training initiatives.
• Prepare business cases, reports and project documentation.

Skills

Relationship building

Communication

Facilitation

Stakeholder engagement

Business improvement

Transformation

Analytical thinking

Process improvement

Project coordination

Education

Business Analysis or Project Management related qualifications

Job description

City of Darwin is undertaking a CRM transformation to modernise engagement with the community, manage service requests and deliver services across the organisation. This Role, Business Transformation Specialist, Level 8, 12–24 month contract, is based in Darwin, Australia, and focuses on building trusted relationships and translating business needs into sustainable solutions.

You will work across many functions, engage with frontline staff and executives, and help deliver process improvements