Large Scale Transformation Lead

7 days ago

Melbourne, Victoria, Australia beBeeTransformation Full time $100,000 - $140,000

Drive large-scale transformation and significantly impact how over 60,000 students, staff, and agents connect and communicate. This is a unique opportunity to lead the human side of a major technology upgrade—rolling out Amazon Connect across 10 contact centres and replacing outdated systems to enhance efficiency and omnichannel communication.

Key Responsibilities
  1. Develop comprehensive strategies tailored to diverse stakeholder needs.
  2. Conduct change 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.
Required 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.

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