Change Manager UX

📍 Job Overview

Job Title: Change Manager CX

Company: Uniting NSW.ACT

Location: Parramatta, NSW, Australia

Job Type: 12-Month Fixed Term Contract

Category: Change Management / Digital Transformation Operations

Date Posted: April 23, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid (3 days office / 2 days WFH)

🚀 Role Summary

• Lead customer-centric transformation initiatives focused on enhancing the digital customer experience (CX) for home care and retirement living services.

• Develop and implement comprehensive change management strategies to ensure successful adoption of a new integrated digital customer journey platform.

• Drive digital adoption by fostering a CX and change mindset through expert guidance and coaching for organizational leaders.

• Collaborate closely with Communications and Learning & Development teams to create impactful communication and training materials for staff and customers.

• Facilitate cross-functional collaboration and stakeholder engagement across the organization to ensure a seamless transition and integrated digital experience.

📝 Enhancement Note: The role is explicitly focused on Customer Experience (CX) transformation and digital adoption, requiring a strong understanding of how operational changes impact user journeys. This implies a need for robust process mapping and communication strategies that bridge the gap between technology implementation and end-user (both staff and clients) understanding.

📈 Primary Responsibilities

• Develop and execute comprehensive change management strategies tailored to the adoption of a new digital CX platform, utilizing methodologies such as Prosci/ADKAR, Kotter, or Human-Centered Design (HCD).

• Identify key stakeholders across various departments and operational levels, building strong relationships to facilitate effective buy-in and collaboration for the CX transformation project.

• Provide expert guidance, coaching, and support to leaders and influential team members to embed a customer experience and change management mindset throughout Uniting.

• Design and implement engaging communication plans and resources to inform and support staff and customers through the transition, ensuring clarity and managing expectations.

• Partner with Learning & Development teams to create and deliver training programs that equip users with the skills and knowledge necessary to navigate and utilize the new digital CX platform effectively.

• Drive user adoption by addressing resistance, celebrating successes, and reinforcing the benefits of the new digital customer journey.

• Foster an inclusive, safe, and supportive working environment, championing diversity and cultural sensitivity throughout the change process.

• Monitor and evaluate the effectiveness of change management interventions, gathering feedback to refine strategies and ensure sustained adoption and positive CX outcomes.

📝 Enhancement Note: The emphasis on "driving customer-centred transformation" and "seamless digital experience" suggests that this role requires not just traditional change management but also a deep understanding of user journey mapping, service design principles, and the impact of digital platforms on service delivery in the non-profit sector.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Business, Psychology, Human Resources, Information Technology, or a related field is typically expected for Change Management roles of this seniority. Relevant certifications in change management methodologies are highly advantageous.

Experience: Minimum of 5+ years of progressive experience in Change Management.

Required Skills:

• Proven expertise in developing and implementing change management strategies for complex organizational initiatives.

• Demonstrated experience in customer experience (CX) and digital transformation projects.

• Strong proficiency in recognized change management methodologies such as Prosci/ADKAR, Kotter's 8-Step Process, or Human-Centered Design (HCD).

• Exceptional stakeholder engagement, influencing, and relationship-building skills, with the ability to navigate complex organizational structures and influence without direct authority.

• Excellent written and verbal communication skills, with a proven ability to craft clear, concise, and engaging messages for diverse audiences (staff, leadership, customers).

• A flexible, adaptable, and solution-focused mindset, capable of managing ambiguity and driving progress in dynamic environments.

• Experience in managing large-scale organizational change initiatives, demonstrating a track record of successful adoption.

Preferred Skills:

• Experience specifically within the not-for-profit, aged care, or community services sectors.

• Familiarity with project management principles and practices.

• Experience in developing and delivering training programs or facilitating workshops.

• Knowledge of UX/UI principles and their impact on user adoption.

• Familiarity with CRM systems or digital platforms used in service delivery.

📝 Enhancement Note: The requirement for "5+ years' experience" suggests this is a senior role, likely requiring demonstrated success in leading significant change initiatives. The explicit mention of "Prosci/ADKAR, Kotter, or HCD" indicates a preference for candidates with structured, recognized change frameworks.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of change management plans developed for digital transformation or CX projects, detailing the scope, objectives, and execution phases.

• Provide case studies demonstrating successful user adoption strategies for new systems or processes, highlighting metrics used to measure impact and success.

• Illustrate experience in stakeholder mapping and engagement plans, including strategies for managing resistance and building consensus.

• Present examples of communication and training materials developed to support organizational change, emphasizing clarity, engagement, and alignment with project goals.

Process Documentation:

• Evidence of developing comprehensive change management roadmaps and detailed implementation plans.

• Documentation of stakeholder analysis and engagement matrices used to guide communication and intervention strategies.

• Creation of communication plans, including key messages, channels, and feedback mechanisms.

• Development of training needs analyses and corresponding training materials or delivery plans.

• Frameworks for assessing change impact, readiness, and post-implementation adoption.

📝 Enhancement Note: While a formal "portfolio" isn't explicitly requested, the nature of a Change Manager role implies that candidates should be prepared to present examples of their work, especially in areas like change strategy documentation, communication plans, and stakeholder management approaches. Candidates should focus on demonstrating tangible outcomes and successful adoption metrics.

💵 Compensation & Benefits

Salary Range: As this is a 12-month fixed-term contract in Parramatta, NSW, Australia, a typical salary range for an experienced Change Manager with 5-10 years of experience in the NFP sector would be approximately AUD $130,000 - $160,000 per annum, depending on experience and the specific project scope. This range is based on general market research for similar roles in the Sydney metropolitan area and the NFP sector.

Benefits:

• Meaningful Work: Opportunity to contribute to a leading human services organization with a strong social mission.

• Tax-Free Salary Packaging: Access up to $18,550 in tax-free benefits annually, significantly increasing take-home pay.

• Wellbeing Support: Access to Fitness Passport for discounted gym memberships and other health and wellness activities.

• Employee Discounts: Exclusive discounts through the U Rewards program.

• Hybrid Work Model: Flexibility with 3 days in the office and 2 days working from home, promoting work-life balance.

Working Hours: Approximately 40 hours per week, with a hybrid arrangement allowing for flexibility between office-based and remote work.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for similar roles in Sydney, Australia, and the specified experience level. The tax-free salary packaging is a significant financial benefit for NFP employees in Australia and should be highlighted.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services / Not-for-Profit (specifically Aged Care and Community Services). Uniting NSW.ACT is a significant player in this sector, focusing on social justice, community support, and advocacy.

Company Size: Uniting is a large organization within the social services sector, likely employing several thousand individuals across NSW and ACT. This size implies a complex organizational structure with diverse departments and a broad reach across communities.

Founded: Uniting NSW.ACT has a long history, tracing its origins back to the mid-19th century through various Uniting Church initiatives. This heritage suggests a stable, values-driven organization with a deep commitment to its mission.

Team Structure:

• The Change Manager will likely be part of a project team dedicated to the CX transformation. This team may include project managers, business analysts, IT specialists, UX/UI designers, communications professionals, and L&D specialists.

• The role will report to a senior leader within the project or a dedicated Change Lead/Program Manager.

Methodology:

• The company's mission ("Inspire people, enliven communities, and confront injustice") suggests a values-driven approach to operations and service delivery.

• The focus on a "customer-centred transformation" and "seamless digital experience" indicates a move towards more agile, user-focused methodologies in project execution and service design.

• The adoption of recognized change management frameworks (Prosci/ADKAR, Kotter, HCD) points to a structured approach to managing organizational change.

Company Website: https://www.uniting.org/

📝 Enhancement Note: The company's mission and values are central to its culture. Candidates should demonstrate an alignment with these values, particularly compassion, inclusion, and a commitment to social justice, as these will heavily influence their approach to change management and stakeholder engagement within the organization.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a senior Change Manager specializing in CX and digital transformation. It requires independent strategic thinking, leadership in driving change, and the ability to influence at multiple levels without direct authority. It's a critical role for a specific, high-impact project.

Reporting Structure: The Change Manager will likely report to a Project Director, Program Manager, or a Head of Change/Transformation within the organization. They will collaborate closely with various functional leads and potentially a dedicated CX or Digital Transformation team.

Operations Impact: This role has a direct and significant impact on operational efficiency and customer satisfaction. By successfully implementing the new digital CX platform, the Change Manager will streamline service delivery, improve accessibility for clients, enhance internal processes, and ultimately contribute to Uniting's mission of serving the community more effectively.

Growth Opportunities:

• Specialization: Deepen expertise in Change Management, CX transformation, and digital adoption within the NFP sector.

• Leadership: Potential to lead larger transformation programs or manage a team of change professionals in future roles.

• Cross-functional Development: Gain exposure to project management, UX/UI design, IT implementation, and strategic communications.

• Career Progression: Opportunities within Uniting or externally for senior change management, program management, or operational leadership roles, especially focusing on digital and customer-centric initiatives.

📝 Enhancement Note: This is a fixed-term contract role, which can be a stepping stone to permanent positions or lead to further contract opportunities based on performance. The specific project focus on CX and digital transformation offers a valuable specialization within the operations and change management fields.

🌐 Work Environment

Office Type: The role operates under a hybrid work model, indicating a blend of office-based collaboration and remote work flexibility. The office is located in Parramatta CBD, a major business hub in Sydney.

Office Location(s): Parramatta CBD, NSW, Australia. This location is well-served by public transport, making it accessible for employees commuting from various parts of Sydney.

Workspace Context:

• Collaborative Environment: The hybrid model suggests a need for effective collaboration tools and practices to maintain team cohesion and productivity across different work locations. Office days will likely focus on team meetings, workshops, and stakeholder interactions.

• Technology & Tools: Access to standard office technology, communication platforms (e.g., Microsoft Teams), and potentially project management software will be available. The role will involve working with the new CX platform and associated digital tools.

• Team Interaction: Opportunities for direct interaction with project teams, leadership, and potentially other change practitioners within Uniting during office-based days.

Work Schedule: The role is a full-time, 12-month fixed-term contract, typically involving around 40 hours per week. The hybrid model offers some flexibility in structuring the work week, balancing office presence with remote work.

📝 Enhancement Note: The hybrid nature of the role requires strong self-management and communication skills. Candidates should be comfortable working independently and proactively engaging with colleagues and stakeholders regardless of location.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter to assess alignment with required experience, skills, and change methodologies.

• First Interview: Typically with the hiring manager (Dina Oraha) or a project lead. Focus on experience in change management, CX, digital transformation, and specific methodology expertise (Prosci, ADKAR, Kotter, HCD). Behavioral questions assessing stakeholder management, problem-solving, and adaptability.

• Second Interview/Panel: May involve a broader project team or senior stakeholders. Could include scenario-based questions, a presentation on a past change initiative, or a discussion of how you would approach specific challenges related to the CX project.

• Final Interview: Potentially with a senior executive, focusing on strategic alignment, cultural fit, and overall impact.

Portfolio Review Tips:

• Quantify Impact: For each case study or example, focus on the measurable outcomes achieved (e.g., adoption rates, improved efficiency, positive feedback scores).

• Methodology in Action: Clearly articulate which change management methodologies were used and why they were appropriate for the specific situation.

• Stakeholder Focus: Highlight your approach to identifying, engaging, and managing diverse stakeholder groups, demonstrating your ability to influence and build consensus.

• Communication & Training: Showcase examples of communication plans, key messages, and training materials, emphasizing clarity and effectiveness for different audiences.

• CX & Digital Lens: Frame your experience through the lens of customer experience and digital transformation, demonstrating an understanding of how change impacts users and service delivery.

Challenge Preparation:

• Be prepared to discuss how you would approach developing a change management strategy for a new digital CX platform in a large NFP organization.

• Anticipate questions about managing resistance, driving adoption, communicating complex changes, and working with diverse user groups (clients and staff).

• Think about specific examples of how you have successfully navigated similar challenges in past roles.

📝 Enhancement Note: Given the project's focus on CX and digital transformation, candidates should be ready to discuss how they integrate user feedback and human-centered design principles into their change strategies. Emphasize collaboration with UX/UI and L&D teams.

🛠 Tools & Technology Stack

Primary Tools:

• Change Management Frameworks: Prosci/ADKAR, Kotter's 8-Step Process, Human-Centered Design (HCD).

• Collaboration & Communication: Microsoft Teams, Slack, or similar platforms for day-to-day interaction and virtual meetings.

• Project Management Software: Tools like Jira, Asana, Trello, or Microsoft Project for task management and project tracking.

• Presentation Software: Microsoft PowerPoint, Google Slides for developing and delivering presentations.

Analytics & Reporting:

• Survey Tools: For gathering feedback on change readiness, adoption, and satisfaction (e.g., SurveyMonkey, Qualtrics).

• Reporting Dashboards: Experience with tools that can visualize change metrics and project progress (e.g., Power BI, Tableau – though direct use may not be required, understanding their output is beneficial).

CRM & Automation:

• While not directly managing CRM/automation systems, an understanding of how these systems underpin customer experience and internal processes is crucial. Experience with change related to CRM implementations or significant process automation projects would be highly relevant.

📝 Enhancement Note: While specific tool proficiency isn't heavily detailed, a strong understanding of change management methodologies and their application is paramount. Familiarity with collaboration tools and a general understanding of digital platforms used in customer service and operations will be beneficial.

👥 Team Culture & Values

Operations Values:

• Compassionate: Demonstrating empathy and understanding towards staff and clients throughout the change process.

• Respectful: Valuing diverse perspectives and ensuring all voices are heard during change initiatives.

• Imaginative: Approaching challenges with creativity and developing innovative solutions for adoption and engagement.

• Bold: Taking initiative, driving forward change, and making confident decisions to achieve project goals.

• Inclusion: Actively fostering an environment where everyone feels valued and can contribute, regardless of background or role.

• Customer-Centred: Prioritizing the needs and experiences of the end-user (clients and staff) in all change management activities.

Collaboration Style:

• Cross-functional Integration: Requires proactive engagement and partnership with IT, Communications, L&D, project management, and various business units.

• Consultative Approach: Working closely with leaders and teams to co-create solutions and build ownership of the change.

• Open Communication: Encouraging feedback, transparency, and continuous dialogue to manage expectations and address concerns effectively.

• Values-Driven: Aligning change initiatives with Uniting's core mission and values, ensuring that the human element is always at the forefront.

📝 Enhancement Note: The stated values (Compassionate, Respectful, Imaginative, Bold) are key to understanding how Uniting operates. Candidates should reflect these values in their communication and approach, particularly highlighting how they ensure empathy and respect during periods of change.

⚡ Challenges & Growth Opportunities

Challenges:

• Large-Scale Adoption: Ensuring consistent adoption of the new digital CX platform across a diverse workforce and potentially complex client base.

• Resistance to Change: Navigating potential resistance from staff or clients accustomed to existing processes or wary of new technology.

• Hybrid Work Management: Maintaining team cohesion, effective communication, and consistent support for change initiatives across remote and office-based team members.

• Balancing Project Demands: Effectively managing the demands of a 12-month fixed-term contract while delivering a comprehensive change management program.

• NFP Sector Specifics: Adapting change strategies to the unique operational constraints and mission-driven culture of the not-for-profit sector.

Learning & Development Opportunities:

• Specialized Expertise: Gaining in-depth experience in CX transformation and digital adoption within the social services sector.

• Methodology Application: Deepening practical application of Prosci/ADKAR, Kotter, or HCD in a real-world, mission-critical project.

• Cross-Departmental Exposure: Working closely with IT, Marketing, L&D, and service delivery teams to gain a holistic understanding of organizational operations.

• Networking: Building relationships within a large, reputable NFP organization and potentially within the broader Australian social services landscape.

📝 Enhancement Note: Candidates should acknowledge these challenges and frame them as opportunities to apply their skills and contribute to successful outcomes. Highlighting how they would proactively address these challenges will be key.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing a change management strategy for a significant digital transformation project in a large, values-driven organization like ours." (Focus on methodology, stakeholder analysis, communication, and adoption planning).

• "How would you identify and engage key stakeholders across different departments (e.g., IT, Service Delivery, Marketing, Leadership) to ensure buy-in for the new CX platform?" (Emphasize influence without authority, tailored communication, and building relationships).

Company & Culture Questions:

• "What attracts you to Uniting's mission and values, particularly in the context of this CX transformation project?" (Connect your passion for social change and customer experience to Uniting's purpose).

• "How would you foster an inclusive and supportive environment for change within a hybrid work model?" (Discuss strategies to ensure equitable participation and communication).

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically: Project background, your role, the change challenge, your strategy and interventions, key results/outcomes, and lessons learned.

• Quantify: Use data and metrics wherever possible to demonstrate the impact of your change initiatives.

• Storytelling: Frame your experiences as compelling narratives that highlight your problem-solving skills, strategic thinking, and ability to drive positive change.

• Audience Awareness: Tailor your presentation to the specific audience (e.g., focus on strategic impact for senior leaders, practical application for project teams).

• CX Focus: Ensure your examples clearly link to improving customer experience and driving digital adoption.

📝 Enhancement Note: Candidates should be prepared to articulate their understanding of the specific challenges and opportunities within the aged care and community services sector, and how their change management skills can address them. Researching Uniting's current digital initiatives and service offerings would be highly beneficial.

📌 Application Steps

To apply for this operations position:

• Submit your CV and cover letter through the job advertisement platform.

Direct applications to individuals cannot be accepted.

• Tailor your cover letter to highlight your experience in change management, CX, digital transformation, and specific methodologies (Prosci/ADKAR, Kotter, HCD), explicitly mentioning your passion for Uniting's mission.

• Prepare your CV to showcase quantifiable achievements in previous change management roles, emphasizing projects related to digital adoption, process improvement, and stakeholder engagement.

• Familiarize yourself with Uniting NSW.ACT's mission, values, and services to effectively articulate your alignment during interviews.

• Mentally prepare examples and case studies from your portfolio that demonstrate your ability to manage complex change, engage diverse stakeholders, and drive user adoption, particularly within a hybrid work environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.