Senior Change

4 weeks ago

Melbourne, Victoria, Australia Talent Full time

Join to apply for the Senior Change & Communications Manager role at Talent.

This leading Australian University is seeking a bold, strategic, and creative Change and Communications Manager to lead the human side of a major technology upgrade—rolling out Amazon Connect across 10 contact centres and replacing outdated systems to enhance efficiency and omnichannel communication.

This is a unique opportunity to drive large-scale change and significantly impact how over 60,000 students, staff, and agents connect and communicate.

Key Activities
  1. Develop and deliver comprehensive change and communications strategies tailored to diverse stakeholder needs.
  2. Conduct change impact assessments and stakeholder analysis to inform decision-making.
  3. Collaborate closely with the Project Manager to identify risks, issues, and dependencies early.
  4. Create compelling communications (emails, intranet content, training guides, FAQs, etc.).
  5. Build excitement, manage resistance, and foster advocates for the new system.
  6. Monitor readiness, measure adoption, and refine approaches based on feedback.
  7. Serve as a trusted voice of clarity during the transformation process.
Skills and Experience
  1. Extensive background in change management, with expertise in tech-driven transformations (Prosci or equivalent methodology preferred).
  2. Exceptional communication skills—able to clarify complex concepts and inspire action.
  3. Experience in large-scale contact centre environments (enterprise-level).
  4. Strong critical thinking, influence, and negotiation skills to align teams.
  5. Proven success in assessing readiness, planning transitions, and ensuring adoption.
  6. A collaborative team player who can also work independently—resilient, adaptable, and solutions-oriented.
  7. Experience with Amazon Connect and/or Cisco WxCC is highly regarded.
  8. Familiarity with the Higher Education sector is a plus.

Apply now to secure an interview or contact Josh D'Monte at 9236 7723 for a confidential discussion.

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