At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the prospect it provides us all to learn and grow and deliver better outcomes for members.

We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

We are seeking a Senior Change & Capability Specialist to design and deliver practical capability solutions for frontline and operational teams. Drawing on quality, risk, complaint and operational insights, you will help colleagues and service partners remain confident, capable and ready as regulations, products, policies, systems and processes evolve.

Your New Role (12 month fixed term)

You will lead the design, delivery and continuous improvement of learning and readiness solutions across complex operational environments. Working closely with operational leaders, Risk, Quality, Compliance, Legal and subject matter experts, you will translate business needs and regulatory change into targeted interventions that improve performance and reduce member risk.

Operating with a high degree of autonomy, you will manage competing priorities, advise stakeholders and represent the Capability function in readiness, implementation and performance forums. You will move confidently between strategy and delivery, from establishing capability pathways and analysing quality trends to developing learning products, facilitating sessions and measuring impact.

Key duties include but are not limited to;

- Lead capability initiatives that support regulatory, compliance, policy and operational requirements.
- Analyse complaints, incidents, quality assurance results and operational data to identify capability gaps and emerging risks.
- Design and deliver blended learning solutions,



including eLearning, facilitated sessions, assessments, job aids and leader resources.
- Develop and improve capability frameworks, accreditation approaches, governance standards and readiness measures.
- Partner with operational teams and outsourced service providers to embed capability, quality and compliance expectations.
- Translate operational and regulatory change into practical learning, communication and implementation plans.
- Equip leaders with tools and guidance that reinforce learning and support sustained performance improvement.
- Evaluate learning effectiveness using quality outcomes, operational measures, participant feedback and member experience indicators.

What You'll Need

- Significant experience in learning, capability, operational enablement or business readiness within frontline, claims, contact centre, service or similarly complex environments.
- Experience designing and implementing capability solutions in a regulated environment, with an understanding of compliance, risk and control frameworks.
- Strong analytical skills and experience using quality, complaint, incident, breach or operational data to identify priorities and measure impact.
- Demonstrated instructional design capability across blended learning, eLearning, facilitation, assessments, job aids and leader-led reinforcement.
- The ability to translate complex operational change into clear, practical learning and implementation solutions.
- Strong stakeholder partnering and influencing skills, with the confidence to challenge assumptions and provide sound recommendations.




- Experience working with outsourced service providers or third-party partners to maintain capability, quality and compliance standards.
- Sound judgement, attention to detail and the ability to manage multiple initiatives and competing priorities independently.
- Strong written communication and facilitation skills, with the ability to make complex information clear and accessible.
- Proficiency in Microsoft 365 and experience with learning design tools such as Articulate Rise, Storyline or similar platforms

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.

https://www.australiansuper.com/careers/candidate-privacy-notice

AustralianSuper is an equal opportunity employer. We support diversity and inclusion and encourage applications from all backgrounds. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

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📌 Senior Change & Capability Specialist (Melbourne)
🏢 AustralianSuper
📍 Melbourne