Change Management Consultant, Scams

Working closely with the Change Lead, you’ll support the planning, execution and embedding of change activities across all program stages. You’ll assess impacts, engage with stakeholders, build readiness, and help ensure AFCA staff and members can confidently adopt new processes, technology and ways of working for the Scams EDR Project. 

This is a hands‑on,dynamic role where you will facilitate engagement, analyse risks, support communication and training efforts. We're seeking someone with experience in change delivery who's confident working across complex and cross-functional environments for this 12 month contract. 

Typically, in this role you will:

• Conduct change impact assessments across program outcomes, identifying who is impacted and how.
• Develop clear, structured change plans that outline activities, timings and support needed for successful adoption.
• Facilitate engagement sessions and workshops, ensuring concerns are heard and feedback shapes program delivery.
• Build strong relationships with stakeholders across Customer Service, DCO, Operational Delivery, Jurisdiction, Communications, Membership, CX, Process, Technology and more.
• Partner with the Senior Training Consultant and Communications Adviser to align all change, training and communication interventions.
• Analyse change adoption trends and report on effectiveness, providing insights to improve uptake and user experience.
• Ensure all change touchpoints communication, training, engagement and support are cohesive and connected for AFCA staff and members.