Head of Programme Management, Customer Experience Transformation

Australia Post; City of Melbourne; Hybrid; AUD 220,000 - 320,000; Full time

Benefits offered by this job

Flexible work arrangements

Exclusive team member discounts

Health and wellbeing resources

Job summary

Australia Post is seeking a strategic Head of Programme Management to lead the planning, governance and delivery of a major Customer Experience Transformation across the enterprise. You will steer end-to-end programs, manage complex dependencies and partner with senior leaders, technology teams and delivery partners to drive measurable customer and business outcomes.

As a senior leader you’ll build high-performing teams, establish governance, and ensure alignment with value outcomes while

Qualifications

• Proven experience leading large-scale transformation programs.
• Ability to coordinate across senior stakeholders and delivery partners.
• Strong governance, reporting and benefits realisation.
• Lead cross-functional teams and foster collaboration.

Responsibilities

• Lead the end-to-end program management of a large-scale customer experience transformation.
• Drive a significant pipeline of concurrent initiatives with governance and delivery discipline.
• Establish and oversee program governance, reporting, forecasting and performance management.
• Coordinate cross-functional teams and partners to manage dependencies and adoption.
• Build and lead a high-performing program management capability with accountability.

Skills

Strategic leadership

Delivery governance

Stakeholder management

Program management

Job description

Head of Programme Management, Customer Experience Transformation

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

At Australia Post, we're delivering a major Customer Experience Transformation that will redefine how our customers, employees and operations connect across the enterprise.

We're seeking an experienced Head of Program Management to lead the planning, governance and execution of a complex, multi-year transformation program. Reporting to the General Manager Customer Experience Transformation, you'll be accountable for ensuring a significant portfolio of initiatives, releases and delivery outcomes are executed successfully, creating measurable value for customers and the business.

This is a high-profile leadership role requiring a strong balance of strategic thinking and delivery rigour. You'll work across senior leaders, technology teams, delivery partners and system integrators to drive alignment, manage dependencies and maintain momentum across a large and complex transformation roadmap

You'll also

• Lead the end-to-end program management of a large-scale customer experience transformation, translating strategic priorities into executable roadmaps, release plans and measurable business outcomes.
• Drive the successful delivery of a significant pipeline of concurrent initiatives, ensuring strong execution discipline, governance, delivery assurance and accountability across the transformation portfolio.
• Establish and oversee program governance, reporting, forecasting and performance management, providing executives with clear visibility of progress, risks, dependencies, benefits and delivery outcomes.
• Coordinate cross-functional teams, enterprise stakeholders and delivery partners to manage complex dependencies, balance competing priorities and ensure successful delivery of releases, operational readiness and business adoption.
• Build and lead a high-performing program management capability, fostering a culture of collaboration, accountability, continuous improvement and delivery excellence while role-modelling Australia Post's values and leadership behaviours.

About you

You're a strategic yet hands-on transformation leader who knows how to turn ambitious visions into successful outcomes. With extensive experience leading large-scale business and technology programs, you have a strong reputation for delivery excellence, managing complex stakeholder environments and driving execution across multiple concurrent workstreams. You bring the governance discipline, commercial mindset and leadership capability required to deliver significant transformation at scale, while building high-performing teams and fostering a culture of accountability, collaboration and continuous improvement. Above all, you're motivated by driving impact, enabling change and delivering lasting value for customers, employees and the business.

You'll also need

• A strong track record delivering large-scale transformation programs, managing complex delivery roadmaps and driving successful outcomes across multiple concurrent initiatives and releases.
• Expertise in program governance, delivery execution and portfolio management, with the ability to proactively manage risks, dependencies, budgets and delivery performance.
• Outstanding leadership and stakeholder management skills, with experience influencing at executive level and building high-performing teams and partner relationships to deliver change at scale.

What else is in it for you?

• Lead one of Australia Post's most significant transformation programs
• Drive a substantial delivery pipeline with executive visibility
• Shape how transformation is delivered at scale
• Bring your whole self to work every day and be met by a welcoming bunch of people who respect and support you
• Flexible and hybrid working arrangements, like the opportunity to work from home two days per week
• Opportunities for growth and development through formal programs or mentorship
• Exclusive team member discounts and offers for more cash in your pocket, evolving policies for flexible working, leave types and access to health and wellbeing resources

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***.