Change Manager Customer Contact

Closing date:COB Tuesday 13^th January 2026

Position Description:Change Manager

Within Customer Contact change plays a critical role in how we deliver exceptional experiences across phone digital and emerging channels. This is where strategy meets real conversations and where thoughtful people-centred change makes a genuine difference.

As Change Manager Customer Contact you will lead the people side of change across complex initiatives ensuring our teams are supported engaged and ready to adopt new ways of working. Youll design and deliver change strategies that balance pace with care helping our people navigate shifts in processes technology roles and structures while keeping customers front of mind.

Working closely with leaders delivery teams and enterprise partners youll build strong change capability foster visible sponsorship and help embed a culture of change leadership and continuous improvement so change lands well and delivers lasting value.

Key responsibilities:

• Lead the design and delivery of end-to-end change strategies and plans aligned to BENs Change Methodology
• Drive readiness engagement and adoption across people process technology and structural change
• Partner with leaders sponsors and delivery teams to identify impacts risks and targeted interventions
• Deliver stakeholder engagement and sponsorship plans that enable visible effective leadership
• Apply structured change approaches to support agile delivery and continuous improvement
• Identify and manage change-related risks issues and dependencies to support successful outcomes
• Define and measure change success metrics tracking adoption and benefits realisation
• Coach and uplift change capability within Customer Contact building strong change networks and champions
• Collaborate with Internal Communications Marketing and Corporate Affairs to align messaging and communication plans
• Provide trusted change advice and counsel to leaders across initiatives

To succeed in this role wed love you to have:

• Demonstrated experience delivering end-to-end change on medium to large initiatives with complex stakeholders
• Solid understanding of change management frameworks methodologies and tools (e.g. Prosci / ADKAR)
• Experience working in agile environments and alongside digital or technology-enabled change
• Strong stakeholder engagement facilitation and communication skills with the ability to manage resistance constructively
• Confidence partnering with leaders and influencing without authority
• Experience in contact centres and/or financial services (highly regarded)
• Ability to balance pace risk and reward while keeping people and customers at the centre of decisions
• A collaborative values-led mindset that reflects make a difference own it find the right way and be better together

We offer flexible work options that put our people first working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn stay connected and collaborate effectively especially for key activities like team days 1:1s and town halls.

This role isaPermanentPart-time opportunity. The roster is 3 days per week (45 hours per fortnight)based in either Ipswich Melbourne Bendigo or Adelaide.

Please note all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

RecruiterName: Natalie Cornell Senior Talent Acquisition Advisor
Recruiter Email:

For more information check out the Application Process for Internal Candidatespage.