Change Manager UX

📍 Job Overview

Job Title: Change Manager CX Project

Company: Uniting NSW.ACT

Location: Parramatta, NSW, Australia

Job Type: Fixed-Term Contract (12 Months)

Category: Change Management / Project Management / Digital Transformation

Date Posted: April 23, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid (3 days in office, 2 days work from home)

🚀 Role Summary

• Lead the implementation of a new digital customer experience (CX) platform, focusing on customer-centered transformation and seamless digital journeys.

• Develop and execute comprehensive change management strategies to ensure successful adoption of the new CX platform by staff and customers.

• Identify, engage, and influence key stakeholders across the organization to facilitate effective transition and embed a CX and change mindset.

• Collaborate closely with Communications and Learning & Development teams to create impactful communication and training materials that support staff and customers through the change process.

• Drive digital adoption and foster an inclusive, safe, and supportive working environment that values diversity and Upholds Uniting's mission.

📝 Enhancement Note: The role is for a 12-month fixed-term contract, indicating a project-based focus on implementing a significant digital transformation initiative. The emphasis on "customer-centered transformation" and "seamless digital experience" suggests a strong need for change management expertise aligned with user experience (UX) principles and human-centered design. This role is crucial for bridging the gap between technological change and user adoption within the aged care and community services sector.

📈 Primary Responsibilities

• Develop and implement strategic change management plans, leveraging methodologies like Prosci/ADKAR, Kotter, or Human-Centered Design (HCD) to guide the transition to the new digital CX platform.

• Conduct thorough change impact assessments to identify potential challenges, risks, and opportunities associated with the new platform rollout.

• Design and execute stakeholder engagement plans, building strong relationships with leaders, teams, and end-users to ensure buy-in and facilitate adoption.

• Provide expert change management guidance and coaching to organizational leaders, empowering them to champion the CX vision and drive change within their respective departments.

• Develop and deliver targeted communication strategies and materials, including presentations, newsletters, and FAQs, to inform and engage stakeholders at all levels.

• Partner with the Learning & Development team to create and deliver effective training programs and resources that equip staff with the necessary skills to utilize the new CX platform.

• Monitor change adoption metrics, gather feedback, and implement adjustments to the change strategy as needed to ensure successful user integration and ongoing support.

• Foster an inclusive, safe, and supportive work environment, championing diversity and aligning change initiatives with Uniting's core values and mission.

• Contribute to the continuous improvement of change management processes and best practices within Uniting.

📝 Enhancement Note: The responsibilities highlight a blend of strategic planning, stakeholder management, and hands-on execution. The emphasis on "expert guidance and coaching to leaders" and "embedding a CX and change mindset" suggests the need for a proactive, influential change leader rather than a purely administrative one. The collaboration with Communications and L&D teams indicates a need for strong cross-functional teamwork and communication skills.

🎓 Skills & Qualifications

Education: While specific educational requirements are not stated, a degree in Business Administration, Change Management, Psychology, Human Resources, or a related field is typically beneficial for this type of role. Relevant certifications in change management methodologies are highly regarded.

Experience: 5-10 years of progressive experience in Change Management, with a significant focus on digital transformation and customer experience (CX) projects. Experience within the not-for-profit, social services, or healthcare sectors is advantageous.

Required Skills:

• Change Management Methodologies: Proven expertise in applying frameworks such as Prosci/ADKAR, Kotter's 8-Step Process, or Human-Centered Design (HCD).

• Customer Experience (CX) & Digital Transformation: Demonstrated experience in managing change initiatives related to digital platforms, UX improvements, and enhancing customer journeys.

• Stakeholder Engagement & Influence: Exceptional ability to identify, analyze, and engage diverse stakeholders, influencing without direct authority to drive consensus and adoption.

• Communication & Storytelling: Excellent written and verbal communication skills, with the ability to craft clear, compelling, and tailored messages for various audiences.

• Coaching & Leadership Support: Experience in coaching leaders and teams to embrace change and adopt new mindsets and behaviors.

• Adaptability & Problem-Solving: A flexible, resilient, and solution-focused mindset, capable of navigating complex organizational dynamics and overcoming challenges.

• Project Management Fundamentals: Understanding of project lifecycles and ability to coordinate change activities within project timelines.

• Passion for Social Impact: A genuine commitment to Uniting's mission and a desire to improve customer experiences in aged care and community services.

Preferred Skills:

• Experience in the aged care or community services sector.

• Familiarity with relevant CX platforms or CRM systems.

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

• Experience with data analysis to measure change effectiveness.

• Knowledge of UX/UI principles and their application in change initiatives.

📝 Enhancement Note: The job description emphasizes practical experience with specific change management methodologies (Prosci/ADKAR, Kotter, HCD) and a strong background in CX and digital transformation projects. The "5+ years" requirement, combined with the project's scope, suggests candidates with a solid track record of successfully implementing complex organizational changes. The "passion for social change" and commitment to the sector are crucial for cultural fit.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Change Management Plans: Examples of comprehensive change management strategies developed and executed for digital transformation or CX initiatives. This should include stakeholder analysis, communication plans, training strategies, and resistance management tactics.

• Impact Assessments: Demonstrations of how you've assessed the impact of change on different user groups (staff and customers) and developed mitigation strategies.

• Stakeholder Engagement Examples: Case studies showcasing successful engagement with diverse stakeholder groups, including senior leadership, cross-functional teams, and end-users, highlighting your influence and relationship-building skills.

• Communication & Training Materials: Samples of communication plans, key messages, training materials, or user guides developed to support change adoption.

• Metrics & ROI Demonstration: Evidence of how you've measured the success of change initiatives, including key performance indicators (KPIs) for adoption, proficiency, and business impact. Quantifiable results demonstrating ROI or business benefits are highly valued.

Process Documentation:

• Workflow Design & Optimization: Showcase experience in analyzing existing workflows and designing optimized processes that integrate new systems or digital solutions, ensuring efficiency and user-friendliness.

• Implementation & Automation: Examples of how you've managed the implementation of change-related processes, including the coordination of training, communication, and support activities. While not explicitly an automation role, demonstrating an understanding of how digital tools can streamline processes is beneficial.

• Measurement & Performance Analysis: Evidence of developing and utilizing metrics to track the effectiveness of change management interventions and user adoption rates.

📝 Enhancement Note: While a formal portfolio isn't explicitly requested, candidates should be prepared to discuss specific examples of their work that demonstrate their capabilities in change management strategy, execution, and impact measurement. Focusing on case studies that highlight successful digital transformation and CX projects will be most relevant.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for experienced Change Managers in Sydney, NSW, for a 12-month fixed-term contract role with hybrid work flexibility, the estimated salary range is AUD $120,000 - $150,000 per annum (pro-rata for the contract duration). This range accounts for the required experience level, the specialized nature of CX and digital transformation change management, and the competitive market in Sydney.

Benefits:

• Tax-Free Salary Packaging: Access up to $18,550 of your pre-tax income for everyday expenses, increasing your take-home pay.

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

• Employee Discount Program: Utilize the U Rewards program for exclusive discounts on various products and services.

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

• Meaningful Work: Contribute to a rewarding career with a leading human services organization focused on social impact.

• Professional Development: Opportunities to work on a high-profile digital transformation project.

Working Hours: The standard working hours are not explicitly stated but are assumed to be approximately 38-40 hours per week, typical for a full-time contract role in Australia. The hybrid model offers flexibility in how these hours are structured.

📝 Enhancement Note: The salary is estimated based on the role's seniority, location (Sydney), contract nature, and the specific domain (Change Management for Digital CX). Salary packaging is a significant NFP benefit in Australia and is highlighted. The hybrid arrangement is clearly defined.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services / Not-for-Profit (NFP) / Aged Care & Community Services. Uniting NSW.ACT operates within a sector focused on providing care, support, and advocacy for individuals and communities, often those experiencing disadvantage.

Company Size: Uniting is a large organization, employing thousands of people across NSW and ACT. This size implies a complex organizational structure, diverse workforce, and numerous departments with varying needs and cultures, requiring sophisticated change management approaches.

Founded: Uniting has a long history, tracing its roots back to the mid-19th century through the work of the Uniting Church. This heritage suggests a deep-seated commitment to community service and social justice.

Team Structure:

• The Change Manager will likely be part of a broader project team or a dedicated Transformation Office, working closely with Project Managers, CX specialists, IT teams, Communications, and Learning & Development professionals.

• Reporting is expected to be to a Project Director or a senior leader responsible for the digital transformation program.

Methodology:

• Data-Driven Insights: The organization utilizes data to understand customer needs and service effectiveness, which will inform change strategy and impact assessment.

• User-Centric Processes: A strong emphasis on human-centered design and customer experience means that user feedback and needs will be central to the transformation.

• Agile/Iterative Approaches: While not explicitly stated, digital transformation projects often involve agile principles, suggesting a need for adaptability and iterative feedback loops in change management.

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

📝 Enhancement Note: The company's NFP status and focus on social services are key cultural drivers. Candidates should demonstrate an understanding of and alignment with these values. The large organizational size implies the need for robust change management practices that can navigate complexity and influence diverse teams.

📈 Career & Growth Analysis

Operations Career Level: This role is typically considered a mid-to-senior level position within the Change Management discipline. It requires substantial experience in leading significant change initiatives, particularly those involving digital transformation and customer experience improvements. The focus is on strategic execution and influencing senior stakeholders.

Reporting Structure: The Change Manager will report to a Project Director or a senior leader overseeing the CX transformation program, indicating a direct line of influence on a key strategic initiative. They will likely lead by influence rather than direct reports, working collaboratively with project teams and business units.

Operations Impact: This role has a direct and significant impact on Uniting's operational efficiency, customer satisfaction, and ability to deliver services effectively. Successful change management will lead to improved digital engagement for clients, streamlined internal processes, and a stronger brand reputation within the aged care and community services sector.

Growth Opportunities:

• Specialization: Deepen expertise in change management for digital CX and NFP sectors, potentially leading to more senior roles in digital transformation or program management.

• Leadership Development: Gain experience in influencing senior leadership and managing complex, high-visibility projects, which can pave the way for leadership positions within Uniting or other organizations.

• Skill Expansion: Develop strong cross-functional collaboration skills, project management acumen, and a deeper understanding of the human services sector.

• Permanent Opportunities: Successful completion of the contract may lead to opportunities for permanent roles within Uniting's ongoing transformation efforts or operational teams.

📝 Enhancement Note: While this is a contract role, successful performance can be a strong stepping stone. The focus on digital transformation and CX within a large NFP provides a unique and impactful career experience. Candidates should highlight their ability to drive measurable change and align with the organization's mission.

🌐 Work Environment

Office Type: The role utilizes a hybrid work model, combining time spent in a professional office environment with remote work flexibility. This suggests a modern approach to work, balancing collaborative in-office interactions with individual focus time at home.

Office Location(s): The primary office location is Parramatta CBD, a major business hub in Western Sydney, offering good public transport access and amenities.

Workspace Context:

• Collaborative Environment: The office setting is expected to facilitate team meetings, workshops, and direct engagement with project stakeholders, fostering a sense of shared purpose.

• Technology & Tools: Access to standard office technology, communication platforms (likely Microsoft Teams or similar), and project management tools will be provided to support both office-based and remote work.

• Team Interaction: Opportunities for regular interaction with the project team, business leaders, and potentially customer-facing staff to understand their needs and support the change process.

Work Schedule: The hybrid model allows for flexibility, with a requirement to be in the Parramatta office for 3 days per week. The remaining 2 days can be worked from home. This structure is designed to support work-life balance while ensuring essential in-person collaboration.

📝 Enhancement Note: The hybrid model is a significant aspect of the work environment, offering flexibility. Candidates should be comfortable working both independently from home and collaboratively in an office setting, demonstrating self-management and strong communication skills across different work modalities.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CV and cover letter by the recruitment team or hiring manager to assess alignment with core requirements.

• First Interview: Likely with the hiring manager (Dina Oraha) to discuss experience, change management approach, stakeholder management skills, and fit with Uniting's values. Be prepared to discuss specific examples from your past projects.

• Case Study/Presentation: Candidates may be asked to prepare a short presentation or case study based on a hypothetical change scenario or a summary of a past successful project, demonstrating their strategic thinking and practical application of change methodologies.

• Final Interview: Potentially with a senior leader or panel to assess strategic fit, leadership potential, and final suitability for the role and contract.

Portfolio Review Tips:

• Focus on Impact: If asked to present a portfolio, prioritize case studies that demonstrate tangible outcomes, such as improved user adoption rates, enhanced customer satisfaction, or streamlined operational processes resulting from your change initiatives.

• Methodology in Action: Clearly articulate which change management methodologies you used (Prosci/ADKAR, Kotter, HCD) and why they were appropriate for the specific context.

• Stakeholder Navigation: Be ready to discuss how you identified, engaged, and managed diverse stakeholder groups, including overcoming resistance and building consensus.

• CX & Digital Focus: Highlight projects directly related to digital transformation, CX improvements, or user experience enhancements, showcasing your understanding of these specific domains.

• Conciseness and Clarity: Present your work in a clear, concise manner, focusing on the problem, your approach, the actions taken, and the results achieved.

Challenge Preparation:

• Scenario-Based Questions: Anticipate questions asking how you would approach specific change challenges within Uniting's context (e.g., managing resistance to a new digital tool in a traditional service delivery setting).

• Methodology Application: Be prepared to explain how you would apply Prosci/ADKAR or other frameworks to the specific CX project at Uniting.

• Stakeholder Mapping: Consider how you would map stakeholders for this project and what your initial engagement strategy would be.

• Measuring Success: Think about the key metrics you would use to track the success of the change management efforts for this CX platform implementation.

📝 Enhancement Note: The interview process will likely assess not only technical change management skills but also cultural fit within a mission-driven organization. Candidates should prepare to articulate their alignment with Uniting's values and demonstrate a "human-centered" approach to change.

🛠 Tools & Technology Stack

Primary Tools:

• Change Management Software: While specific tools aren't listed, familiarity with platforms for communication, collaboration, and potentially project management or workflow tracking is beneficial. Examples include Microsoft Teams, Slack, Asana, Trello, or specialized change management platforms.

• Microsoft Office Suite: Proficiency in Word, Excel, PowerPoint, and Outlook is essential for developing documentation, presentations, and communications.

Analytics & Reporting:

• Data Analysis Tools: Experience with tools that can help track user adoption, feedback, and project progress. This could include basic Excel analysis, or familiarity with CRM reporting dashboards.

• Survey Tools: Experience with tools like SurveyMonkey or Microsoft Forms for gathering feedback from stakeholders and end-users.

CRM & Automation:

• CRM Systems: While not a CRM role, understanding how CRM systems support customer experience and data management is advantageous, especially given the CX platform focus.

• Digital Platforms: Familiarity with web-based platforms, digital customer portals, or similar technologies that form the basis of a digital customer experience.

📝 Enhancement Note: The job description does not specify a particular technology stack. However, the role involves a digital CX platform, so candidates should be comfortable working with modern digital tools and have a general understanding of how technology facilitates customer interaction and internal processes.

👥 Team Culture & Values

Operations Values:

• Compassionate: Demonstrating empathy and understanding towards colleagues and clients, especially important in a social services context.

• Respectful: Valuing diversity and treating all individuals with dignity, fostering an inclusive environment.

• Imaginative: Approaching challenges with creativity and innovative thinking to develop effective solutions.

• Bold: Having the courage to challenge the status quo, drive necessary change, and advocate for best practices.

• Customer-Centricity: A core value driving the transformation, ensuring that all changes are focused on improving the experience for clients.

• Data-Driven Decision Making: Utilizing insights and feedback to inform change strategies and measure success.

Collaboration Style:

• Cross-Functional Integration: Emphasizing close collaboration with various departments, including IT, Communications, L&D, and service delivery teams, to ensure a cohesive approach to change.

• Open Communication: Fostering an environment where feedback is encouraged, and transparent communication is key to managing expectations and addressing concerns.

• Partnership Approach: Working as a partner with leaders and teams across the organization, rather than dictating change, to build ownership and sustainability.

📝 Enhancement Note: Candidates should research Uniting's stated values and be prepared to discuss how their approach to change management aligns with these principles. Demonstrating an understanding of the NFP sector's unique cultural dynamics will be beneficial.

⚡ Challenges & Growth Opportunities

Challenges:

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

• Driving Digital Adoption in a Traditional Sector: Encouraging uptake of new digital tools and processes among staff and clients who may be accustomed to traditional methods, particularly in aged care and community services.

• Balancing Project Demands with Organizational Culture: Ensuring that the pace and requirements of the digital transformation project are managed effectively within the context of Uniting's mission-driven culture.

• Influencing Without Authority: Successfully driving change initiatives and gaining buy-in from stakeholders who may not be direct reports.

Learning & Development Opportunities:

• Specialized Change Management Skills: Gaining in-depth experience in managing change for digital CX initiatives within the social services sector.

• Cross-Functional Project Experience: Working closely with IT, marketing, L&D, and operational teams on a significant transformation project.

• Leadership Exposure: Opportunities to work closely with senior leaders and influence strategic decisions related to digital transformation and customer experience.

• Sector-Specific Knowledge: Developing a deeper understanding of the complexities and opportunities within the aged care and community services industry.

📝 Enhancement Note: The challenges presented are common in large-scale digital transformations within established organizations. Candidates should highlight their experience in overcoming similar obstacles and their proactive approach to mitigating risks. The growth opportunities focus on skill enhancement and strategic project involvement.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing a change management strategy for a new digital CX platform in a large not-for-profit organization like Uniting." (Focus on methodology, stakeholder analysis, and tailoring to the sector).

• "How would you identify and engage key stakeholders across Uniting's diverse service areas to ensure buy-in for this CX transformation?" (Highlight stakeholder mapping, communication planning, and influence tactics).

• "Given the potential for resistance to new digital tools, particularly in the aged care sector, what strategies would you employ to foster adoption and overcome user concerns?" (Discuss training, support, feedback mechanisms, and emphasizing benefits).

Company & Culture Questions:

• "What interests you about working for Uniting NSW.ACT, and how do your personal values align with our mission?" (Research Uniting's mission, values, and recent work; connect your passion for social impact).

• "Describe a time you had to adapt your change management approach to fit a specific organizational culture or industry context." (Showcase flexibility and understanding of contextual nuances).

Portfolio Presentation Strategy:

• STAR Method: Structure your examples using the Situation, Task, Action, Result (STAR) method to provide clear, concise, and impactful stories.

• Quantify Results: Wherever possible, use data and metrics to demonstrate the impact of your change management efforts.

• Highlight CX/Digital Focus: Emphasize projects that directly relate to digital transformation and customer experience enhancement.

• Tailor to Uniting: Frame your experience and examples in the context of Uniting's mission and the specific CX project requirements.

📝 Enhancement Note: Candidates should prepare to discuss specific change management methodologies and demonstrate how they apply them in practice. Understanding Uniting's mission and the unique challenges of the NFP/aged care sector will be critical for demonstrating cultural fit and strategic thinking.

📌 Application Steps

To apply for this operations position:

• Submit your application, including your CV and Cover Letter, via the job advertisement platform (Dayforce). Direct applications to email addresses cannot be accepted.

• Tailor Your CV: Customize your resume to highlight experience in change management, digital transformation, customer experience projects, and specific methodologies like Prosci/ADKAR. Quantify achievements with metrics where possible.

• Craft a Compelling Cover Letter: Clearly articulate your passion for Uniting's mission, your relevant experience in CX and digital change, and why you are the ideal candidate for this 12-month contract. Address how you meet the key requirements and your understanding of the NFP sector.

• Prepare for Interview: Review common change management interview questions, prepare specific examples using the STAR method, and research Uniting's values and current initiatives. Be ready to discuss your approach to stakeholder engagement and driving digital adoption.

• Understand the Role Context: Familiarize yourself with the challenges and opportunities of implementing digital CX solutions within the aged care and community services sector. This will help you frame your answers and demonstrate strategic insight.

⚠️ 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.