Job Description 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 ****.
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 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.
Qualifications 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.
Additional Information BOSS Best Places to Work **** –credited for its culture, engagement and versatile working arrangements.
Most Inclusive Workplace **** – Australian HR Institute (AHRI) Awards.
Employer of Choice Public Sector and NFP – Australian HR Awards **** Bronze AWEI Accreditation **** – Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas.
Financial benefits – Not-for-profit salary packaging to boost take-home pay.
Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply If you're passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don't meet every single criterion.
We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.
If you require any accessibility support during the recruitment process, please reach out to our team at ******.
AFCA is a **** Circle Back Initiative Employer - we are committed to responding to every applicant.

📌 Change Management Consultant, Scams (New South Wales)
🏢 Australian Financial Complaints Authority
📍 New South Wales