Change Manager, Digital Experience Program

Lead the change of one of AFCAs most significant digital transformations.

At AFCA were transforming the way consumers financial firms and representatives engage with our services. As part of our Digital Experience Program were delivering modern accessible and user-centred digital experiences that make it easier for customers to interact with us and achieve better outcomes.

This is a unique opportunity for an experienced Change Manager to drive large-scale customer and employee adoption across a program that will impact more than 55000 members and over 100000 complaints each year. Youll help shape how Australians access dispute resolution services while ensuring our people customers and stakeholders are ready for the future including the rollout of the Scams Prevention Framework in 2027.

The Opportunity

Reporting to the Head of PCMO youll lead the change strategy and delivery across multiple digital initiatives ensuring consumers members and employees transition seamlessly to new ways of engaging with AFCA.

Working at the intersection of customer experience technology and organisational change youll design and implement migration communication learning and readiness activities that drive adoption and deliver lasting benefits.

This is a role for someone who enjoys both strategic thinking and hands-on delivery thrives in complex stakeholder environments and is passionate about creating positive experiences for customers through change. 

What Youll Be Doing

• Lead customer member and organisational change across AFCAs Digital Experience Program.
• Develop and execute change communications adoption and readiness strategies.
• Drive customer migration to new digital platforms portals and authentication experiences.
• Partner with Product Technology Customer Experience Communications and operational teams to deliver integrated change outcomes.
• Use customer and operational insights to identify adoption barriers and implement targeted interventions.
• Support leaders and customer-facing teams to successfully embed change and realise program benefits.
• Ensure digital changes are accessible inclusive and support vulnerable customer cohorts.
• Measure success through adoption migration customer experience and business outcomes.

This is initially a 12-month contract role and offers flexible hybrid working.

Qualifications :

About You

You will bring significant experience leading change within complex digital or technology transformation programs ideally involving customer-facing channels and services.

Youll also have:

• Experience leading large-scale change across diverse customer and employee groups.
• Strong stakeholder engagement and influencing skills including at senior leadership level.
• Experience designing migration and adoption strategies for digital platforms.
• A human-centred approach to change and customer experience.
• Strong communication skills with the ability to translate technical concepts into meaningful customer impacts.
• Experience working across Agile and Waterfall delivery environments.
• Change management qualifications or Prosci accreditation will be highly regarded.

Additional Information :

• Gold AWEI Accreditation 2025 Recognised for LGBTQ workplace inclusion.
• Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
• Hybrid working Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options Flexible public holidays gender affirmation leave womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont meet every single criterion.

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

We believe fairness starts with people. Thats why we dont use AI or automated tools to screen candidates. As a result our processes may take a little longer and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018 AFCA has received more than 634000 complaints helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time