Change Management Consultant, Scams

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Working closely with the Change Lead, you’ll support the planning, execution and embedding of change activities across all stages of AFCA’s Scams EDR (external dispute resolution) program. 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 program.

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.

This role is initially a max-term contract until end June 2027.

Responsibilities

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 the business.; 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.

Requirements

Extensive experience delivering change management activities across transformational change initiatives.; Experience in delivering end-to-end change management plans, covering stakeholder engagement, communications, training, and readiness.; Understanding of PROSCI, PCI or similar change management methodologies.; Solid analytical and problem-solving abilities, with a focus on interpreting data to support change initiatives.; Excellent stakeholder engagement/management skills.; Strong verbal and written communication skills, with the ability to convey information clearly and effectively to various audiences.; Ability to establish and maintain strong relationships and the ability to work effectively at all levels in an organisation.; Proven experience in working to project deadlines.