Digital Experience Change Manager – Hybrid Work

Australian Financial Complaints Authority; Sydney; On-site; AUD 110,000 - 150,000; Part time

Benefits offered by this job

Hybrid working

Flexible work options

Gold AWEI Accreditation 2025

Job summary

Australian Financial Complaints Authority (AFCA) is leading a major Digital Experience Program to transform how Australians interact with our services. The Change Manager will drive adoption across customers, members and employees, coordinating migration, learning and readiness activities to deliver lasting benefits.

This 12-month contract role requires strong change leadership, collaboration with Product, Technology and CX teams, and a human-centered approach to change management across hybrid

Qualifications

• Experience leading change within complex digital or technology transformation programs.
• Experience leading large-scale change across diverse customer and employee groups.
• Strong stakeholder engagement and influencing skills, including at senior leadership level.
• Experience designing migration and adoption strategies for digital platforms.
• Human-centred approach to change and customer experience.
• Strong communication skills with the ability to translate technical concepts into meaningful customer impacts.
• Experience working across Agile and Waterfall delivery environments.
• Change management qualifications or Prosci accreditation will be highly regarded.

Responsibilities

• Lead customer, member and organisational change across AFCA's Digital Experience Program.
• Develop and execute change, communications, adoption and readiness strategies.
• Drive customer migration to new digital platforms, portals and authentication experiences.
• Partner with Product, Technology, Customer Experience, Communications and operational teams to deliver integrated change outcomes.
• Use customer and operational insights to identify adoption barriers and implement targeted interventions.
• Support leaders and customer-facing teams to successfully embed change and realise program benefits.
• Ensure digital changes are accessible, inclusive and support vulnerable customer cohorts.
• Measure success through adoption, migration, customer experience and business outcomes.

Skills

Change management

Stakeholder management

Communication

Digital transformation

Agile experience

Prosci accreditation

Job description

Australian Financial Complaints Authority (AFCA) is leading a major Digital Experience Program to transform how Australians interact with our services. The Change Manager will drive adoption across customers, members and employees, coordinating migration, learning and readiness activities to deliver lasting benefits.

This 12-month contract role requires strong change leadership, collaboration with Product, Technology and CX teams, and a human-centered approach to change management across hybrid