Service and Experience Design Implementation Specialist

**Take hold of a monster opportunity and join our People Services and Enablement team as a Service and Experience Design Implementation Specialist. If you’re a good fit for this role and live in Brisbane, Sydney or Melbourne, we’d love you to apply.**

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. The Service and Experience Design Implementation Specialist collaborates closely with People and Impact (P&I) stakeholders in understanding, developing, and delivering value-add improvements related to services, processes, and channels provided by P&I to the business that support positive people experiences.

The role will focus on implementing changes through identifying barriers and levers to the change at hand, developing requirements that will aid implementation and change that maximize uptake and set a path for sustained adoption (i.e., behavior change). The role will also be responsible for producing materials and facilitating sessions that support implementation and change initiatives.

Day to day, you'll:

- ** Drive Implementation & Change**: Lead the rollout of new People & Impact (P&I) services and processes, identifying barriers and enablers to change, and ensuring successful adoption through structured change and transition planning.
- ** Stakeholder Engagement**: Collaborate with delivery teams and stakeholders to co-design, test, and implement improvements that enhance the employee experience.
- ** Content & Channel Management**: Maintain and update key communication channels (e.g. Self-Service, ServiceNow, Intranet) with accurate, timely content to support leaders and team members.
- ** Training & Communication**: Develop training materials and deliver change communications to build capability and support smooth transitions.
- ** Research & Insights**: Conduct discovery activities and change impact assessments to uncover needs, risks, and opportunities for improvement.

This role is a 12-month max-term/ secondment opportunity.

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

- Demonstrated experience within a People and Impact domain and preferably involved in implementation of changes across people, process, workplaces and technology.
- Change management skills, specifically a good understanding of the ADKAR framework with experience in developing and implementing change management strategies and artefacts.
- Strong stakeholder management capabilities and experience designing customer-centric solutions that achieve mutually beneficial outcomes.
- High-level of written and verbal communication skills and stakeholder management capabilities.
- Experience writing for the web.
- Experience in program management and working with senior leaders is essential.

**About us**

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.