Change Manager UX

📍 Job Overview

Job Title: Change Manager CX Project

Company: Uniting NSW.ACT

Location: Parramatta, New South Wales, 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 implementation and adoption of a new digital customer experience (CX) platform, driving significant organizational change.

• Develop and execute comprehensive change management strategies, leveraging methodologies such as Prosci/ADKAR or Human-Centred Design (HCD).

• Foster a customer-centric mindset and digital adoption across all levels of the organization, influencing stakeholders without direct authority.

• Collaborate closely with cross-functional teams, including Communications and Learning & Development, to ensure seamless transition support for staff and customers.

• Drive impactful digital transformation initiatives within the aged care and community services sector, aligning with Uniting's mission.

📝 Enhancement Note: This role is positioned as a critical Change Manager for a digital CX project, indicating a focus on process adoption, user engagement, and organizational readiness for new technology. The emphasis on CX and digital transformation suggests a GTM (Go-To-Market) or customer-facing operations aspect, requiring strong stakeholder management and communication skills to ensure successful change adoption.

📈 Primary Responsibilities

• Develop and implement robust change management plans, encompassing communication strategies, stakeholder engagement, training needs analysis, and resistance management for the new digital CX platform.

• Conduct thorough change impact assessments to identify potential challenges and opportunities associated with the digital transformation project.

• Build and maintain strong, collaborative relationships with key internal and external stakeholders, including leadership, project teams, and end-users, to champion the change initiative.

• Design and deliver targeted communication and engagement activities to inform, educate, and garner support for the new CX platform from staff and customers.

• Provide expert coaching and guidance to leaders and change champions, embedding a customer experience and change management mindset throughout the organization.

• Support the integration of the new digital platform by working closely with Learning & Development to create effective training materials and programs.

• Monitor and measure the effectiveness of change management activities, reporting on adoption rates, user feedback, and overall project success metrics.

• Foster an inclusive, safe, and supportive working environment, promoting diversity and ensuring that change initiatives are implemented with sensitivity and respect.

• Contribute to the continuous improvement of change management practices within Uniting NSW.ACT.

📝 Enhancement Note: The responsibilities highlight a strategic approach to change management, emphasizing not just the execution of plans but also the cultivation of a change-ready culture. The mention of working with L&D and Communications teams indicates a need for collaboration skills and an understanding of integrated change delivery.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong academic foundation in business, psychology, organizational development, or a related field is beneficial.

Experience: A minimum of 5 years of progressive experience in Change Management, with a proven track record in leading complex organizational change initiatives, particularly within digital transformation and customer experience projects.

Required Skills:

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

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

• Demonstrated experience in delivering successful change for customer experience (CX) and digital transformation projects.

• Superior written and verbal communication skills, with the ability to craft clear, concise, and compelling messages for diverse audiences.

• A flexible, adaptable, and highly solution-focused mindset, capable of navigating ambiguity and driving positive outcomes.

• Proven experience in large-scale organizational change initiatives, understanding the complexities of widespread adoption.

Preferred Skills:

• Experience in project management or program management, particularly in relation to technology implementations.

• Familiarity with user experience (UX) principles and their application in change management.

• Coaching and facilitation skills to empower leaders and teams through the change process.

• Experience working within the Not-For-Profit (NFP) sector or similar human services organizations.

• Familiarity with change management software or tools that support communication, training, and adoption tracking.

📝 Enhancement Note: The requirement for 5+ years of experience and specific methodology knowledge (Prosci/ADKAR, Kotter, HCD) suggests that candidates should be prepared to discuss their practical application of these frameworks in previous roles. The emphasis on influencing without direct authority and a "solution-focused mindset" points towards a need for strong problem-solving and interpersonal skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Documented examples of change management strategies developed and executed for digital transformation or CX projects.

• Case studies illustrating successful stakeholder engagement and communication plans that drove adoption.

• Examples of change impact assessments and readiness evaluations.

• Evidence of collaboration with L&D and Communications teams for integrated change delivery.

Process Documentation:

• Showcase your ability to design and document change management processes, including:

  • Stakeholder analysis and engagement frameworks.

  • Communication plan development and execution.

  • Training needs analysis and curriculum design support.

  • Resistance management strategies and feedback loops.

  • Measurement and reporting frameworks for change adoption.

📝 Enhancement Note: For a Change Manager role, a portfolio is crucial. Candidates should prepare to present tangible examples of their work, focusing on the process of managing change and the outcomes achieved, particularly in digital and CX contexts. Metrics demonstrating adoption rates and user satisfaction will be key.

💵 Compensation & Benefits

Salary Range: As this is a 12-month fixed-term contract for a Change Manager role in Parramatta, NSW, Australia, with 5-10 years of experience, the estimated annual salary range would typically be AUD $130,000 - $170,000. This range is based on industry benchmarks for similar roles in Sydney metropolitan areas, considering the specialized skills in change management, digital transformation, and CX.

Benefits:

• Meaningful Work: Contribute to a leading Australian human services organization focused on social impact and community support.

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

• Wellbeing Support: Benefit from a Fitness Passport for health and wellness activities.

• Exclusive Discounts: Enjoy savings through the U Rewards program.

• Hybrid Work Model: Enjoy flexibility with 3 days in the office and 2 days working from home.

Working Hours: The role is described as a full-time position. While specific daily hours aren't stated, it's standard to assume a 38-40 hour work week, with the hybrid model offering flexibility in how these hours are structured.

📝 Enhancement Note: The salary estimate is based on current market data for Change Managers in Sydney, Australia, with a focus on digital and CX projects. The NFP salary packaging is a significant benefit that can increase the total compensation value considerably.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services, Aged Care, Community Services, Not-For-Profit (NFP). Uniting NSW.ACT is a prominent organization within this sector, dedicated to social justice and providing care and support.

Company Size: Uniting is a large organization within the human services sector in Australia. Large organizations typically offer structured environments, established processes, and opportunities for broad impact and collaboration. This size also means navigating complex organizational structures and diverse stakeholder groups is common.

Founded: Uniting NSW.ACT has a long history, tracing its roots back through various church and community service organizations. This history suggests a culture grounded in strong values and a commitment to long-term community impact.

Team Structure:

• The Change Manager will likely be part of a broader Digital Transformation or Project Management Office (PMO) team, or potentially embedded within a specific program like the CX platform initiative.

• Reporting will likely be to a Head of Change, Program Director, or similar senior project leadership role.

Methodology:

• Data-Driven Approach: The role emphasizes driving change and improving customer experiences, which inherently requires data analysis to understand user needs, measure impact, and inform strategy.

• Human-Centred Design: This is explicitly mentioned, indicating a focus on understanding user needs and behaviours to design solutions and manage change effectively.

• Agile or Hybrid Project Methodologies: Common in digital transformation projects, suggesting an iterative approach to change implementation and adaptation.

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

📝 Enhancement Note: The company's mission and values (compassion, respect, imagination, boldness) are central to its culture. A Change Manager must align with these values and be able to translate them into practical change initiatives, particularly in the context of serving vulnerable populations.

📈 Career & Growth Analysis

Operations Career Level: This role is at a senior practitioner or management level within the Change Management discipline. It requires significant experience to lead a major project independently and influence senior stakeholders.

Reporting Structure: Reports to a senior project or program leader (e.g., Program Director, Head of Change). This position offers exposure to high-level decision-making and strategic project direction.

Operations Impact: The Change Manager's success directly impacts the adoption and effectiveness of a critical digital CX platform. This role has a significant influence on customer satisfaction, operational efficiency, and the organization's ability to deliver services effectively in a digital age.

Growth Opportunities:

• Specialization: Deepen expertise in CX transformation and change management within the NFP sector.

• Leadership: Potential to move into more senior change leadership roles or program management positions within Uniting or similar organizations.

• Skill Development: Gain experience in managing change for large-scale technology implementations and complex stakeholder environments.

• Industry Exposure: Develop a strong understanding of the challenges and opportunities in digital service delivery for aged care and community services.

📝 Enhancement Note: This 12-month fixed-term contract offers a significant opportunity to add a high-profile, impactful project to one's resume. It's a chance to demonstrate leadership in a mission-driven organization, which can be a strong differentiator for future career advancements.

🌐 Work Environment

Office Type: The role operates under a Hybrid Work Model, balancing office-based collaboration with remote flexibility. This model supports both structured project work and individual focus.

Office Location(s): Parramatta CBD, New South Wales. This is a well-connected urban hub, offering access to public transport and professional amenities.

Workspace Context:

• Collaborative Environment: The office setting in Parramatta will offer opportunities for face-to-face interaction with project teams, stakeholders, and colleagues, fostering dynamic problem-solving and relationship building.

• Tools & Technology: Access to standard office technology, project management software, and potentially specialized change management tools will be available to support work activities.

• Team Interaction: Regular engagement with diverse teams across Uniting NSW.ACT, requiring strong interpersonal and cross-functional communication skills.

Work Schedule: A standard full-time work schedule (likely 38-40 hours per week) with the flexibility of a hybrid model (3 days in office, 2 days WFH) allows for effective management of project timelines and personal work-life balance.

📝 Enhancement Note: The hybrid model is a key feature, indicating an organization that trusts its employees and embraces modern work practices. Candidates should be prepared to discuss how they manage productivity and collaboration in a hybrid setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter, focusing on relevant change management experience, methodologies, and NFP/CX project background.

• First Interview: Likely with the hiring manager (Dina Oraha) and potentially a project lead. Focus on behavioural questions, experience with specific methodologies, and understanding of the role's scope.

• Case Study/Presentation: Candidates may be asked to prepare a presentation or case study demonstrating their approach to a hypothetical change scenario or showcasing a past project's success, focusing on process and outcomes.

• Final Interview: May involve senior leadership or a panel to assess cultural fit, strategic thinking, and overall suitability for the role and organization.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by methodology or project type.

• Highlight Impact: For each example, clearly articulate the challenge, your role, the strategies/processes used, and the measurable outcomes (e.g., adoption rates, user satisfaction improvements, efficiency gains).

• CX & Digital Focus: Emphasize projects related to customer experience, digital transformation, or technology adoption.

• Methodology Application: Be prepared to discuss how you applied Prosci/ADKAR, Kotter, HCD, or other frameworks.

• Conciseness: While comprehensive, ensure your portfolio is easy to digest and highlights key achievements efficiently.

Challenge Preparation:

• Change Scenario: Be ready to discuss how you would approach change management for a new digital platform in the aged care/community services sector. Consider stakeholder mapping, communication channels, and potential resistance points.

• Stakeholder Management: Prepare examples of how you've managed difficult stakeholders or navigated complex organizational politics to drive change.

• Metrics & Measurement: Think about how you would measure the success of change initiatives for this specific project.

📝 Enhancement Note: The emphasis on a "customer-centred transformation" and "seamless digital experience" means interviewers will likely probe for examples of how candidates have directly impacted customer journeys and improved user adoption of new systems.

🛠 Tools & Technology Stack

Primary Tools:

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

• Project Management Software: Tools like Jira, Asana, Trello, or Microsoft Project may be used for task tracking and project oversight.

• Collaboration Platforms: Microsoft Teams, Slack, or similar for day-to-day communication and team coordination.

Analytics & Reporting:

• CRM/CX Platforms: Familiarity with platforms that manage customer data and interactions (e.g., Salesforce, Dynamics 365, or specialized CX platforms) would be beneficial for understanding the context of the change.

• Reporting Tools: Proficiency in tools for creating dashboards and reports (e.g., Power BI, Tableau, or built-in reporting features of other systems) to track change adoption metrics.

CRM & Automation:

• While not a direct CRM/automation role, understanding how these systems support customer journeys and operational processes is key. Experience with systems that might be integrated with or replaced by the new CX platform is valuable.

📝 Enhancement Note: Specific tools are not listed, which is common for change management roles where methodology and soft skills are prioritized. However, familiarity with common project management and collaboration tools is expected. An understanding of CRM and CX platforms will provide valuable context for the role.

👥 Team Culture & Values

Operations Values:

• Compassionate: Demonstrating empathy and understanding towards staff and customers navigating change.

• Respectful: Valuing diverse perspectives and ensuring inclusive change processes.

• Imaginative: Proposing creative solutions to change challenges and fostering innovation.

• Bold: Driving significant transformation with conviction and strategic foresight.

• Customer-Centred: Prioritizing the customer experience in all change initiatives.

• Inclusion: Actively promoting diversity and ensuring all voices are heard and considered.

Collaboration Style:

• Cross-functional Integration: Working closely with IT, Communications, L&D, and service delivery teams to ensure a unified approach to change.

• Partnership: Building strong working relationships with leaders and subject matter experts across the organization.

• Feedback-Driven: Encouraging open feedback loops to adapt change strategies and address concerns proactively.

• Knowledge Sharing: Contributing to a culture of learning and sharing best practices in change management.

📝 Enhancement Note: The company's core values (Compassionate, Respectful, Imaginative, Bold) are central to its identity and should be reflected in the Change Manager's approach. Candidates should be prepared to discuss how they embody these values in their professional practice.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Managing change across diverse departments and user groups within a large NFP can be complex.

• Digital Adoption in Traditional Sectors: Ensuring uptake of new digital tools and processes within sectors like aged care, which may have varying levels of digital literacy among staff and clients.

• Influencing Without Authority: Effectively gaining buy-in and driving action from stakeholders who do not report directly to the Change Manager.

• Balancing Project Demands: Managing multiple change streams or competing priorities within a fixed-term contract.

Learning & Development Opportunities:

• Deep Dive into NFP Sector: Gain specialized knowledge and experience in change management within the human services and aged care industry.

• CX Strategy Expertise: Enhance skills in developing and implementing customer experience strategies through a major digital transformation project.

• Leadership Exposure: Work closely with senior leadership and contribute to strategic organizational initiatives.

• Methodology Application: Refine and expand practical application of Prosci/ADKAR, HCD, and other change frameworks in a real-world, impactful setting.

📝 Enhancement Note: This role presents an excellent opportunity to tackle significant change challenges in a meaningful context. Candidates who thrive in dynamic environments and are passionate about social impact will find this role particularly rewarding.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for developing a change management strategy for a large-scale digital transformation project in the NFP sector." (Focus on Prosci/ADKAR, HCD, stakeholder analysis, communication plans.)

• "How would you approach gaining buy-in from senior leaders and frontline staff for a new CX platform when they may be resistant to change?" (Highlight influencing skills, empathy, and benefit articulation.)

Company & Culture Questions:

• "How do Uniting's values (Compassionate, Respectful, Imaginative, Bold) align with your approach to change management?" (Connect your past experiences to these values.)

• "What is your understanding of Human-Centred Design, and how would you apply it to this CX project?" (Demonstrate a user-centric mindset.)

Portfolio Presentation Strategy:

• Quantify Impact: For each case study, clearly state the measurable results achieved (e.g., "increased user adoption by 30%," "reduced customer inquiry time by 15%").

• Process Over Product: Explain how you achieved the results, detailing your change management methodologies and processes.

• Tailor to Uniting: Frame your examples to resonate with Uniting's mission and the specific challenges of their sector.

• Be Prepared for Questions: Anticipate detailed questions about your specific contributions and decision-making processes.

📝 Enhancement Note: Candidates should prepare to discuss not only their technical change management skills but also their ability to connect with the organization's mission and values, demonstrating passion for social impact and customer betterment.

📌 Application Steps

To apply for this operations position:

• Submit your CV and Cover Letter via the job advertisement platform (Dayforce) to ensure accurate tracking. Direct applications cannot be accepted.

• Tailor your Cover Letter: Clearly articulate your experience in change management, digital transformation, CX projects, and your understanding of the NFP sector. Highlight how your skills align with Uniting's mission and values.

• Optimize your CV: Ensure your resume prominently features keywords related to change management methodologies (Prosci/ADKAR, HCD), digital transformation, stakeholder engagement, and CX. Quantify achievements with specific metrics where possible.

• Prepare your Portfolio: Gather examples of change management plans, communication strategies, impact assessments, and case studies that demonstrate your experience and success in similar projects. Be ready to present these if requested.

• Research Uniting NSW.ACT: Understand their mission, values, and the services they provide. This will be crucial for demonstrating cultural fit and genuine interest during interviews.

⚠️ 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.