Change Manager, Digital Experience Program

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.

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.

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 modern offices 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.

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

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.