Operational Change Engagement Specialist

Transport for NSW; Burwood; On-site; AUD 142,000 - 159,000; Full time

Job summary

Transport for NSW seeks an Operational Change Engagement Specialist to help shape narratives and amplify impact across large-scale initiatives. You will translate complex process and service changes into clear messaging for frontline staff and leaders, plan and deliver engagement approaches, and develop practical communication products that support adoption.

You will partner with operational leaders and project teams, measure impact, and advise on timing and channels, ensuring alignment with

Qualifications

• Demonstrated experience delivering communication and engagement for organisational, process or service change (not marketing, media or brand communications).
• Experience in a large, complex organisation and ability to show change from impact assessment to messaging, delivery and adoption.
• Ability to advise and influence senior leaders with credibility and stand firm when needed.
• Operate independently to identify the communication need, scope it and deliver it while staying collaborative.
• Juggle multiple concurrent initiatives and shift between urgent operational needs and longer-term programs.
• Excellent written communication with the ability to simplify complex or technical information.

Responsibilities

• Translate complex process, system and service changes into clear, targeted messaging for staff and leaders.
• Plan, deliver and advise on communication and engagement approaches for adoption of changes.
• Identify change impacts with leaders and project teams and translate them into audience-appropriate messaging.
• Deliver both fast-turnaround operational communications and sustained engagement for enterprise transformations.
• Develop communication products such as leader toolkits, FAQs, briefings, intranet content and readiness resources.
• Advise senior leaders on communication and engagement approaches, including timing, channels and messaging.

Skills

Change management

Stakeholder engagement

Strategic communication

Leadership influence

Independent working

Written communication

Tools

Prosci

APMG

ADKAR

Job description

Operational Change Engagement Specialist

If you're after impact, there's no other organisation in Australia that delivers work on this scale.

You're ready to help shape our narrative. Your expertise will amplify the impact of initiatives, foster public trust and ensure our stakeholders are engaged and empowered by what we do.

Organisation/Entity: Transport For NSW

Job category: Human Resources & Recruitment

Job location: Burwood, NSW, AU, 2134

Job reference number: 112551

Employment type: Permanent Full-Time

Salary range: $141678.0-$158677.0

Partner with operational leaders and project teams to translate complex process, system and service changes into clear, targeted messaging that helps people understand what's changing, what they need to do, and why it matters.

Plan, deliver and advise on communication and engagement approaches that support the adoption of process and service changes across TSS.

Partner with leaders, SMEs and project teams to identify change impacts and translate them into audience-appropriate messaging for frontline staff, people leaders and internal clients.

Deliver both ends of the spectrum: fast-turnaround operational and service communications, and sustained engagement for enterprise transformation initiatives.

Develop communication products that do the work - leader toolkits, FAQs, briefings, intranet and digital content, consultation materials and readiness resources.

Advise senior leaders on communication and engagement approaches, including when to push back on timing, channel or message.

Measure whether communication is landing, and use feedback and data to improve the approach.

This is a permanent full-time role based at Burwood. The team collaborates in person regularly through branch all-in days, training, planning workshops and team activities, so you'll need to be available to work onsite with the team.

For more information on this position and business unit, view the role description and information pack.

About you

Essential:

• Demonstrated experience delivering communication and engagement for organisational, process or service change - not marketing, media or brand communications.
• You've worked in a large, complex organisation and can show how you took a change from impact assessment through to messaging, delivery and adoption.
• You can advise and influence senior leaders with credibility, and hold a position when you need to.
• You operate independently - you identify the communication need, scope it and deliver it without being directed, while staying collaborative.
• You juggle multiple concurrent initiatives and shift between urgent operational needs and longer-term programs without dropping either.
• Excellent written communication, with a proven ability to simplify complex, technical or industrial information.

Also valued:

• Formal change management training or certification (Prosci, APMG, ADKAR or similar).
• Experience in shared services, payroll, HR or finance operations.
• Public sector or other regulated, unionised environments.
• Tertiary qualifications in communications, change management or a related discipline, or equivalent experience.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers.

Flexible work optionsmay be available. Learn more viaFlexible work options and policy

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

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