Senior Change Advisor

NSW Department of Customer Service; Sydney; On-site; AUD 133,000 - 147,000; Full time

Job summary

NSW Department of Customer Service is seeking a Senior Change Advisor to lead organisational change for a major digital transformation. You will drive stakeholder engagement, develop communication and training plans, and oversee readiness activities to ensure successful adoption across the program.

In this role you’ll partner with cross-functional teams and senior leaders, manage risks and reporting, and help realise sustainable business outcomes through effective change management practices.

Qualifications

• Be NSW resident or willing to relocate.
• Temporary role: valid work rights for full duration.

Responsibilities

• Planning and delivering change management activities that prepare impacted stakeholders for transition, minimise disruption and maximise adoption of new digital solutions.
• Lead the development and implementation of change management strategies and plans.
• Undertake stakeholder and change impact assessments to identify impacts, risks and adoption requirements.
• Develop and deliver communication, engagement and business readiness plans aligned to program milestones.
• Design and coordinate stakeholder engagement activities, workshops and consultation sessions.
• Work closely with project teams to embed change management activities within project delivery plans.
• Develop training and learning approaches that support successful adoption of new digital tools and processes.
• Monitor organisational readiness and adoption metrics and recommend intervention strategies where required.
• Identify and manage change-related risks, issues and dependencies across the program.
• Prepare executive-level reporting, briefing materials and presentations for governance forums and senior stakeholders.
• Support transition and go-live activities to ensure sustainable business outcomes and benefits realisation.

Skills

Proven experience delivering change mg

Experience supporting system impl.

Strong understanding of change mgmt.

Influence and engage senior stakeh

Developing comms and training

Stakeholder management & facilitation

Analytical and problem solving

Excellent written/verbal comms

Job description

Senior Change Advisor

Grade: 9/10 - The package includes base salary ranging from $133,348 to $146,945 plus employer superannuation contributions and annual leave loading
Duration: Full-time (35 hrs per week), Temporary 11 months
Location: Parramatta / Haymarket. In-office attendance is required in line with Department of Customer Service (DCS) workplace expectations

Be Part of the Future of Fair Trading

At NSW Fair Trading, we've been on an exciting journey of transformation, reimagining how we deliver for the people and communities of NSW. We're creating a more modern, responsive, and customer-focused Fair Trading, one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes for the communities we serve. This is an exciting opportunity to join our Community Engagement team and help shape how Fair Trading connects with communities across NSW.

If you're someone who:

• Enjoys building meaningful relationships and partnerships
• Can see the bigger picture and connect strategic priorities to community needs
• Thrives on developing new ideas and turning them into practical outcomes
• Is motivated by creating positive community impact... then there's a place for you in our future.

About the team

NSW Fair Trading is responsible for the administration of property and consumer protection laws in NSW. The Fair Trading Digital team works collaboratively with key internal and external stakeholders to provide the best digital solutions for our customers.

About the role

Fair Trading Digital is implementing a multi-year Digital Modernisation Program to transform how services are delivered, improve customer and employee experiences, and modernise business processes through innovative digital solutions. We are looking for an experienced Senior Advisor Change to support the successful delivery of this significant transformation program. Working with the Principal Change Manager and cross-functional project teams, you will drive stakeholder engagement, business readiness, communications, training and adoption activities to ensure lasting change outcomes.

Key Responsibilities

• Planning and delivering change management activities that prepare impacted stakeholders for transition, minimise disruption and maximise adoption of new digital solutions.
• Lead the development and implementation of change management strategies and plans.
• Undertake stakeholder and change impact assessments to identify impacts, risks and adoption requirements.
• Develop and deliver communication, engagement and business readiness plans aligned to program milestones.
• Design and coordinate stakeholder engagement activities, workshops and consultation sessions.
• Work closely with project teams to embed change management activities within project delivery plans.
• Develop training and learning approaches that support successful adoption of new digital tools and processes.
• Monitor organisational readiness and adoption metrics and recommend intervention strategies where required.
• Identify and manage change-related risks, issues and dependencies across the program.
• Prepare executive-level reporting, briefing materials and presentations for governance forums and senior stakeholders.
• Support transition and go-live activities to ensure sustainable business outcomes and benefits realisation.

About You

You are an experienced change professional who understands the challenges of delivering digital and business transformation initiatives in complex environments.

You will bring:

• Proven experience delivering organisational change management for large-scale digital, technology or business transformation programs.
• Experience supporting system implementations, process redesign, digitisation initiatives or enterprise technology projects.
• Strong understanding of change management methodologies, frameworks and best practices.
• Demonstrated ability to influence and engage senior stakeholders, project teams and frontline employees.
• Experience developing communication, engagement, training and business readiness strategies.
• Exceptional stakeholder management, facilitation and relationship-building skills.
• Strong analytical and problem-solving capabilities with the ability to translate complex information into practical change solutions.
• Excellent written and verbal communication skills, including preparation of executive briefings, reports and presentations.

Ideal Experience

• Digital transformation and modernisation programs.
• Customer and employee experience improvements.
• Agile, hybrid or waterfall project delivery environments.

Essential requirements

• Be NSW residents or willing to relocate .
• Hold appropriate working rights for the type of employment offered: Temporary roles require valid work rights for the full duration of the role.

More information is available in the PSC Essential Requirements Factsheet.

Salary Grade 9/10, with the base salary for this role starting at $133,348 base plus superannuation.

For enquiries relating to recruitment please contact Jyostna Channamadhvuni via [e-mail].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Tuesday, 17 November 2026 at 11:59 pm

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [e-mail].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process