Change Manager, Digital Experience Program

Change Manager, Digital Experience Program

Australian Financial Complaints Authority – Melbourne VIC

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

Lead the change of one of AFCA's most significant digital transformations.

At AFCA, we're transforming the way consumers, financial firms and representatives engage with our services. As part of our Digital Experience Program, we're delivering modern, accessible and user-centred digital experiences that make it easier for customers to interact with us and achieve better outcomes.

This is a unique opportunity for an experienced Change Manager to drive large-scale customer and employee adoption across a program that will impact more than 55,000 members and over 100,000 complaints each year. You'll help shape how Australians access dispute resolution services while ensuring our people, customers and stakeholders are ready for the future, including the rollout of the Scams Prevention Framework in 2027.

The Opportunity

Reporting to the Head of PCMO, you'll lead the change strategy and delivery across multiple digital initiatives, ensuring consumers, members and employees transition seamlessly to new ways of engaging with AFCA.

Working at the intersection of customer experience, technology and organisational change, you'll design and implement migration, communication, learning and readiness activities that drive adoption and deliver lasting benefits.

This is a role for someone who enjoys both strategic thinking and hands-on delivery, thrives in complex stakeholder environments and is passionate about creating positive experiences for customers through change.

What You'll Be Doing

• 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.

This is initially a 12-month contract role, and offers flexible hybrid working.

Qualifications

About You

You will bring significant experience leading change within complex digital or technology transformation programs, ideally involving customer-facing channels and services.

You'll also have:

• 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.
• A 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.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modernoffices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

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