Fairness feels good
Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.
Job DescriptionWorking 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 2027.
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.
- 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.
- BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
- Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
- Employer of Choice Public Sector and NFP – Australian HR Awards 2023
- Bronze AWEI Accreditation 2024 – 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 [email protected].
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.
Skills Required
- Extensive experience delivering change management activities across transformational change initiatives.
- Experience 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 and 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 work effectively at all levels in an organisation.
- Proven experience working to project deadlines.
What We Do
The Australian Financial Complaints Authority (AFCA) is a private not-for-profit ombudsman service established in 2018 to provide free, fair, and independent help with financial disputes in Australia. As an external dispute resolution (EDR) company, AFCA assists consumers and small businesses who are unable to resolve complaints with member financial services organisations, championing positive change through independent, world-class complaints resolution.
