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

Date Posted: 2026-04-23

Experience Level: 5-10 Years

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

🚀 Role Summary

• Lead the transition to a new digital customer experience (CX) platform, ensuring seamless integration and user adoption.

• Develop and implement comprehensive change management strategies informed by established methodologies like Prosci/ADKAR or Kotter.

• Drive a customer-centric transformation by fostering a strong CX and change mindset across the organization through coaching and strategic guidance.

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

• Champion human-centered design principles throughout the project to enhance the digital journey for those seeking home care and retirement living solutions.

📝 Enhancement Note: This role is positioned as a critical Change Manager for a significant digital transformation initiative focused on customer experience within the aged care and community services sector. The emphasis on "CX project" and "customer-centred transformation" indicates a strong focus on user adoption and the impact of digital change on end-users, both internal staff and external clients. The hybrid work model and 12-month fixed-term contract are key logistical details.

📈 Primary Responsibilities

• Design, develop, and execute comprehensive change management strategies and plans to support the successful adoption of the new digital customer experience platform.

• Conduct thorough change impact assessments to identify potential risks and challenges, and develop proactive mitigation strategies.

• Identify, engage, and manage key stakeholders across all levels of the organization, fostering strong relationships and ensuring alignment with project objectives.

• Provide expert change management guidance, advice, and coaching to senior leaders, project teams, and operational staff to embed a sustainable customer experience and change mindset.

• Develop and implement tailored communication plans and materials that effectively inform, engage, and support staff and customers through the change process.

• Collaborate with the Learning & Development team to design and deliver effective training programs that equip users with the knowledge and skills to utilize the new CX platform.

• Monitor change progress, gather feedback, and measure adoption rates, reporting on key performance indicators to project leadership and stakeholders.

• Foster an inclusive, safe, and supportive working environment, actively promoting diversity and celebrating the unique contributions of all team members.

• Contribute to the continuous improvement of change management practices within Uniting NSW.ACT by documenting lessons learned and best practices.

• Align change initiatives with Uniting's mission, purpose, and values, particularly concerning social change and improving customer experiences in aged care and community services.

📝 Enhancement Note: The responsibilities highlight a strategic and hands-on approach to change management, encompassing planning, execution, stakeholder management, communication, training, and impact measurement. The emphasis on "embedding a CX and change mindset" and "human-centred design" suggests a mature change management practice is expected.

🎓 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 are highly valued.

Experience: Minimum of 5 years of progressive experience in Change Management, with a strong emphasis on digital transformation and customer experience (CX) projects. Experience in large-scale organizational change initiatives is essential.

Required Skills:

• Proven expertise in developing and implementing comprehensive change management strategies and plans.

• Demonstrated experience in delivering change initiatives within customer experience (CX) and digital transformation projects.

• Strong proficiency in established change management methodologies, including Prosci/ADKAR, Kotter's 8-Step Process, or similar frameworks.

• Exceptional stakeholder engagement and relationship-building skills, with the ability to influence without direct authority across all organizational levels.

• Excellent written and verbal communication skills, with a proven ability to craft clear, concise, and engaging messages tailored to diverse audiences.

• Demonstrated ability to coach and mentor leaders and teams to foster a positive change and customer-centric mindset.

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

• Experience in developing and executing communication strategies and creating engaging resources.

• A passion for social change and a genuine commitment to improving customer experiences, particularly within the human services sector (aged care, community services).

• Strong analytical skills to assess change impacts, identify risks, and measure adoption.

Preferred Skills:

• Experience with Human-Centered Design (HCD) principles and their application in change initiatives.

• Familiarity with the specific challenges and nuances of change management within the not-for-profit or social services sector.

• Experience in user adoption strategies for new technologies and digital platforms.

• Certification in Change Management (e.g., Prosci Certified Change Practitioner).

• Experience working with cross-functional teams including IT, Communications, L&D, and operational departments.

📝 Enhancement Note: The "5+ years" experience is a strong indicator of a mid-to-senior level role. The explicit mention of Prosci/ADKAR and Kotter, alongside Human-Centered Design, provides clear guidance on preferred methodologies. The passion for social change is a crucial cultural fit requirement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Change Management Frameworks: Showcase examples of how you have applied Prosci/ADKAR, Kotter, or other recognized change methodologies to successful projects. Illustrate the phases of your approach, from assessment and planning to execution and reinforcement.

• Stakeholder Analysis & Engagement Plans: Present case studies demonstrating your ability to identify, analyze, and map stakeholders, and how you developed and executed targeted engagement strategies to gain buy-in and manage resistance.

• Communication & Training Materials: Include samples of communication plans, stakeholder updates, training materials (e.g., user guides, FAQs, workshop outlines), and campaign collateral that you have developed and deployed.

• Impact Assessment & Measurement: Provide examples of how you have assessed the impact of change, developed key performance indicators (KPIs) for adoption and proficiency, and reported on these metrics to demonstrate success and identify areas for improvement.

• Digital Transformation/CX Project Experience: Highlight specific projects where you managed change related to the implementation of new digital platforms, customer portals, or significant improvements to the customer journey.

Process Documentation:

• Change Management Process Design: Evidence of your ability to design and document end-to-end change management processes, including intake, assessment, planning, execution, and reinforcement phases.

• Workflow Optimization: Demonstrations of how you have analyzed existing workflows and implemented changes to improve efficiency, user adoption, and overall customer experience.

• Risk Management & Mitigation: Documentation of how you identify, assess, and manage change-related risks, including the development of contingency plans and mitigation strategies.

📝 Enhancement Note: For a Change Manager role, a portfolio is crucial. The emphasis on CX and digital transformation means candidates should curate examples that highlight their ability to manage change in technology-driven projects that directly impact user experience and organizational processes. Demonstrating a structured approach to change and its measurement is key.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Change Managers with 5-10 years of experience in Sydney, NSW, Australia, a competitive salary range for this 12-month fixed-term contract role would likely be between AUD $130,000 - $170,000 per annum, depending on the candidate's specific experience and qualifications.

Benefits:

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

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

• Wellbeing Programs: Access to Fitness Passport for discounted gym memberships and other health and wellbeing initiatives.

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

• Hybrid Work Model: Flexibility with 3 days in the office (Parramatta CBD) and 2 days working from home.

• Professional Development: 12-month contract provides focused project experience, with potential for learning and development opportunities within the project scope.

Working Hours: The standard full-time working hours are assumed to be approximately 40 hours per week, with flexibility offered through the hybrid work model.

📝 Enhancement Note: The salary estimate is based on research of comparable roles in Sydney, considering the experience level and fixed-term nature. The benefits listed are directly from the job description and are significant selling points for this role, especially the tax-free salary packaging.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services / Not-for-Profit (NFP) - specifically focusing on aged care, community services, and social justice advocacy.

Company Size: Uniting NSW.ACT is a large organization, part of the Uniting Church. While an exact employee count isn't provided, its scope suggests a significant workforce, likely in the thousands, operating across NSW and ACT.

Founded: Uniting NSW.ACT has a long history, stemming from the Uniting Church's social services roots, indicating a stable and established organization with a strong legacy of community support.

Team Structure:

• The Change Manager will likely be part of a project team dedicated to the CX platform implementation.

• This team will include representatives from IT, digital transformation, business operations, communications, and learning & development.

• The Change Manager will report to a Project Director or Senior Program Manager.

Methodology:

• Customer-Centric Approach: The core of this project is enhancing the customer journey, implying a strong focus on user needs, feedback, and experience in all change initiatives.

• Data-Driven Decision Making: While not explicitly stated for change management, the overall digital transformation likely relies on data analytics to inform strategy and measure success.

• Agile/Iterative Practices: Digital transformation projects often employ agile or iterative methodologies, suggesting a need for flexibility and adaptability in change execution.

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

📝 Enhancement Note: The company's mission and values are central to its culture. Candidates should demonstrate an understanding of and alignment with Uniting's commitment to social impact, compassion, and inclusion. The NFP context often means resourcefulness and a strong sense of purpose are valued.

📈 Career & Growth Analysis

Operations Career Level: This role represents a mid-to-senior level position within the Change Management discipline. It demands strategic thinking, significant experience in managing complex transformations, and the ability to influence leadership. While a "Change Manager" title can vary, the 5+ years of experience and focus on a major CX/digital project indicate a substantial level of responsibility.

Reporting Structure: The Change Manager will report to a project lead (e.g., Project Director, Program Manager) and will work collaboratively with various functional departments and potentially external vendors. This structure allows for direct impact on project outcomes and visibility with senior management.

Operations Impact: The Change Manager's primary impact will be on the successful adoption and utilization of the new digital CX platform. This directly influences:

• Customer Satisfaction: A seamless digital experience leads to higher customer satisfaction and retention.

• Operational Efficiency: Effective adoption of new systems can streamline internal processes, reduce manual workarounds, and improve service delivery.

• Employee Productivity: Well-managed change ensures employees are equipped to use new tools, maintaining or improving their productivity.

• Digital Transformation Success: The Change Manager is crucial in ensuring the human element of digital transformation is managed, which is often a key factor in project success or failure.

Growth Opportunities:

• Specialization: Deepen expertise in CX and digital transformation change management, a highly sought-after skill.

• Project Leadership: Gain experience managing change for a significant, high-profile project, which can lead to opportunities in program management or larger transformation roles.

• Sector Expertise: Develop specialized knowledge within the aged care and community services sector, a growing area for digital innovation.

• Internal Mobility: Successful performance in this fixed-term role could lead to opportunities for permanent positions within Uniting NSW.ACT, particularly in areas related to digital strategy, operations, or ongoing change management.

📝 Enhancement Note: The fixed-term nature of the role suggests it's project-driven. Growth would primarily stem from the project's success and the candidate's demonstrated ability to handle complex change within a mission-driven organization.

🌐 Work Environment

Office Type: Hybrid work model, with 3 days per week in the Parramatta CBD office and 2 days working from home. This offers a balance between in-person collaboration and personal flexibility.

Office Location(s): The office is located in Parramatta CBD, a major commercial hub in Sydney, New South Wales, Australia. This location offers good accessibility via public transport.

Workspace Context:

• Collaborative Environment: The office setting is expected to facilitate face-to-face collaboration with project teams, stakeholders, and leadership, crucial for change management activities like workshops and stakeholder meetings.

• Technology Enabled: As the role is for a digital transformation project, the workspace will likely be equipped with modern technology and communication tools to support hybrid work and project collaboration.

• Team Interaction: The 3 days in the office provide ample opportunity for informal interactions, relationship building, and gaining insights into the organizational culture, which are vital for effective change management.

Work Schedule: The role is a full-time, 12-month fixed-term contract. While standard working hours are typical, the hybrid model suggests a degree of flexibility in managing one's schedule to meet project demands and personal needs.

📝 Enhancement Note: The hybrid model is a significant aspect of the work environment, requiring strong self-management and communication skills from the Change Manager. The Parramatta location is a key detail for candidates considering the commute.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CV and Cover Letter, focusing on relevant change management experience, methodology knowledge, and alignment with the CX/digital transformation focus.

• First Interview (Hiring Manager/Project Lead): This stage will likely assess your core change management expertise, experience with similar projects, understanding of Uniting's mission, and your approach to stakeholder engagement and communication. Behavioral questions will be used to gauge cultural fit.

• Second Interview (Panel/Senior Stakeholders): This may involve a more in-depth discussion, potentially including a case study presentation. You will likely meet with key stakeholders from IT, operations, and potentially a senior leader to assess your strategic thinking, problem-solving skills, and ability to influence.

• Final Interview (Optional): Potentially with a senior executive to confirm overall fit and strategic alignment.

Portfolio Review Tips:

• Curate for Relevance: Select 3-5 of your strongest projects that best demonstrate your experience in digital transformation, CX, and managing organizational change. Prioritize examples that align with Uniting's sector.

• Structure Your Narrative: For each project, clearly articulate the challenge, your role, the change management approach used (mentioning specific methodologies), key activities undertaken, stakeholder engagement strategies, communication/training efforts, and quantifiable results or impact.

• Highlight CX Impact: Explicitly link your change management efforts to improvements in customer experience, user adoption, or operational efficiency. Use metrics where possible.

• Showcase Methodology Application: Clearly explain why you chose a particular methodology (e.g., ADKAR) and how you adapted it to the specific project context.

• Prepare to Present: Be ready to walk through your portfolio during an interview, highlighting key achievements and demonstrating your thought process.

Challenge Preparation:

• Case Study: Be prepared for a potential case study where you might be asked to outline a change management approach for a hypothetical scenario similar to Uniting's CX project. Focus on identifying stakeholders, key risks, communication strategies, and measurement approaches.

• Behavioral Questions: Prepare examples using the STAR method (Situation, Task, Action, Result) for questions related to stakeholder management, overcoming resistance, communication challenges, influencing without authority, and managing complex projects.

• Company Research: Thoroughly research Uniting NSW.ACT's mission, values, services, and recent initiatives. Understand their commitment to social impact and customer-centricity.

📝 Enhancement Note: The "CX project" and the mention of specific methodologies (Prosci/ADKAR, Kotter, HCD) are key areas to prepare for. A well-structured portfolio that showcases direct experience in similar transformations will be critical for success.

🛠 Tools & Technology Stack

While a specific technology stack is not detailed, a Change Manager on a CX/digital transformation project would typically interact with or require an understanding of:

Primary Tools:

• Change Management Software: Tools like Prosci's ADKAR, ServiceNow Change Management, or similar platforms for managing change requests, impact assessments, and deployment plans.

• Project Management Tools: Jira, Asana, Trello, Microsoft Project for tracking tasks, timelines, and dependencies related to change activities.

• Collaboration Platforms: Microsoft Teams, Slack, Zoom for communication and virtual meetings, especially relevant for a hybrid environment.

Analytics & Reporting:

• CRM Systems (e.g., Salesforce, Microsoft Dynamics): Understanding how changes to CRM processes or data impact customer interactions and reporting.

• Analytics Platforms (e.g., Google Analytics, Power BI, Tableau): To understand user behavior on digital platforms and measure the impact of change on key CX metrics.

• Survey Tools (e.g., SurveyMonkey, Qualtrics): For gathering feedback from stakeholders and end-users regarding change adoption and satisfaction.

CRM & Automation:

• Customer Relationship Management (CRM): Understanding the role of CRM in managing customer data and interactions, and how changes to these systems affect the customer journey.

• Workflow Automation Tools: Familiarity with tools that automate business processes, and how change management is applied to their implementation or modification.

• Content Management Systems (CMS): Understanding how content is managed and delivered through digital platforms, and the change management involved in updating these systems.

📝 Enhancement Note: The role is not purely technical, but a Change Manager must understand the landscape of tools and technologies involved in digital transformation and CX initiatives to effectively manage change. Familiarity with how these systems are used by end-users and the impact of changes on them is key.

👥 Team Culture & Values

Operations Values:

• Compassionate: Demonstrating empathy and understanding towards colleagues and clients, especially given Uniting's mission in human services.

• Respectful: Valuing diversity, different perspectives, and fostering an inclusive environment where everyone feels heard and appreciated.

• Imaginative: Encouraging innovative thinking and creative problem-solving to address complex change challenges and improve customer experiences.

• Bold: Taking initiative, driving change proactively, and being willing to challenge the status quo to achieve positive outcomes.

• Customer-Centricity: A deep commitment to understanding and meeting the needs of customers, ensuring that all changes ultimately benefit them.

• Data-Driven: Utilizing data and insights to inform change strategies, measure impact, and demonstrate the value of change initiatives.

• Efficiency & Effectiveness: Striving for streamlined processes and impactful outcomes in all change management activities.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative approach, working closely with IT, business units, communications, L&D, and senior leadership to ensure cohesive change implementation.

• Open Communication & Feedback: A culture that encourages open dialogue, constructive feedback, and continuous improvement in change processes.

• Knowledge Sharing: A willingness to share best practices, lessons learned, and support colleagues in their change management journey.

• Partnership: Working as a partner with various departments, rather than in isolation, to co-create solutions and ensure buy-in.

📝 Enhancement Note: The company's stated values (Compassionate, Respectful, Imaginative, Bold) are direct indicators of the expected cultural fit. Candidates should be able to articulate how they embody these values in their professional approach, particularly in the context of change management.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Managing change across a large, potentially complex organization with diverse stakeholder groups and established ways of working.

• Driving Adoption in a Hybrid Model: Ensuring consistent engagement and adoption of the new CX platform across both office-based and remote employees.

• Balancing Project Demands with Organizational Culture: Integrating a fast-paced digital transformation project with the established values and pace of a large NFP organization.

• Influencing Without Direct Authority: Effectively driving change and gaining buy-in from leaders and teams who may not report directly to the Change Manager.

• Measuring Intangible Benefits: Quantifying the impact of improved customer experience and mindset shifts can be challenging.

Learning & Development Opportunities:

• Deep Dive into CX and Digital Transformation: Gain extensive experience in managing change for cutting-edge digital initiatives, enhancing expertise in this critical area.

• Sector-Specific Change Management: Develop specialized knowledge and skills in managing change within the aged care and community services sector, a growing and impactful field.

• Advanced Methodology Application: Opportunity to refine and apply methodologies like Prosci/ADKAR and Human-Centered Design in a real-world, large-scale project.

• Stakeholder Influence: Hone skills in executive communication, stakeholder management, and influencing senior leadership.

• Project Delivery: Gain valuable experience in delivering a key strategic project within a reputable organization, bolstering the CV for future roles.

📝 Enhancement Note: The challenges listed are typical for a Change Manager role in a large organization undertaking significant digital change. The growth opportunities focus on skill enhancement and sector specialization, which are key benefits of such a role.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing a change management strategy for a large-scale digital transformation project focused on customer experience." (Focus on methodology, stakeholder analysis, impact assessment, and communication planning).

• "How would you identify and engage key stakeholders across Uniting NSW.ACT to ensure buy-in for this new CX platform?" (Discuss stakeholder mapping, engagement tactics, and tailoring communication).

• "Imagine you encounter significant resistance from a department head to adopting the new CX platform. How would you address this?" (Prepare examples of influencing skills, problem-solving, and focusing on shared benefits).

Company & Culture Questions:

• "What interests you about Uniting NSW.ACT's mission and values, and how do you see them aligning with your approach to change management?" (Research Uniting's values: Compassionate, Respectful, Imaginative, Bold, and link them to your experience).

• "How would you foster a customer-centric mindset within the teams responsible for implementing and using the new CX platform?" (Discuss coaching, communication, and reinforcing desired behaviors).

Portfolio Presentation Strategy:

• Executive Summary: Start with a brief overview of the project, your role, and the key outcomes.

• Problem/Opportunity: Clearly articulate the business challenge or opportunity your change initiative addressed.

• Your Approach & Methodology: Detail the specific change management methodologies and frameworks you applied, explaining why they were appropriate.

• Key Activities & Stakeholder Engagement: Describe your core activities (communication, training, resistance management) and how you managed stakeholders at different levels.

• Results & Impact: Quantify the success of your efforts with data and metrics. Focus on adoption, efficiency, and any CX improvements.

• Lessons Learned: Briefly touch upon what you learned and how you would apply it in future roles.

📝 Enhancement Note: The interview preparation should focus on demonstrating a strong understanding of change management principles applied to digital CX initiatives, within the context of a mission-driven organization. Be ready to articulate your experience using specific examples and methodologies.

📌 Application Steps

To apply for this operations position:

• Submit your CV and Cover Letter through the job advertisement platform (Dayforce). Direct applications to the provided email address cannot be accepted.

• Tailor Your Resume & Cover Letter: Highlight your experience in change management, specifically focusing on digital transformation, CX projects, and any experience within the social services or NFP sector. Explicitly mention your proficiency with methodologies like Prosci/ADKAR and your ability to influence stakeholders.

• Prepare Your Portfolio: Curate 3-5 key projects that showcase your change management expertise, particularly those involving technology adoption, process improvement, and measurable impact on user experience. Be ready to present these with a clear narrative and quantifiable results.

• Practice Interview Responses: Prepare for behavioral and situational questions using the STAR method. Research Uniting NSW.ACT thoroughly and be ready to discuss how your values and approach align with theirs. Practice articulating your change management strategy for a CX project.

• Understand the Hybrid Model: Be prepared to discuss your strategies for effective change management and team engagement 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.