Change and Communications Lead

Job description

What You’ll Do We have a great opportunity for an experienced Change & Communications Lead (Membership) to join our Project Management Office. This dual-focus role is responsible for change management across the Membership portfolio and for coordinating internal communications and engagement activities on behalf of the division. You will plan and deliver proportionate change management activities across relevant Membership initiatives, helping ensure change is understood, accepted and embedded. You will also play a key role in building the profile and engagement of MyNRMA Rewards, lead Membership-wide internal communications and coordinate engagement activities. Working across Agile and traditional delivery environments, you will partner with project teams, business leaders, Product, Technology, Marketing and Brand, Strategy, Legal and Compliance, frontline operations and other impacted stakeholders to translate complex strategic, technical and operational information into clear communications and practical change treatments. This full-time permanent position is a hybrid work opportunity where you will be required to work across our Sydney CBD and Sydney Olympic Park offices as well as work from home as required and agreed. What You’ll Do In this role, you will: Conduct stakeholder and change impact assessments to identify who is affected, how and to what degree, using the findings to scale and sequence the change response. Develop and deliver integrated change, communication, engagement and readiness plans aligned to project, sprint, release and go-live milestones. Maintain an integrated view of Membership change, identifying dependencies, change saturation, sequencing considerations, communication windows and adoption risks. Prepare impacted teams, including Contact Centre and frontline teams, through practical readiness treatments such as FAQs, key messages, leader briefing packs, talking points, learning module updates and knowledge content. Plan and facilitate stakeholder workshops, showcases, demonstrations, briefings, feedback sessions and readiness reviews. Conduct readiness checks, identify risks and gaps, agree mitigation actions, monitor adoption and operational impacts, and capture lessons through retrospectives and post-implementation reviews. Develop, maintain and deliver an integrated Membership internal communications and engagement plan aligned to divisional priorities, key initiatives and leadership messages. Plan and manage Membership Town Halls end to end, and coordinate video presentations and communications on behalf of C-suite and senior leaders. Draft, edit, schedule and publish internal communications across agreed channels, including Viva Engage, email, presentations, leader packs, videos and other internal platforms. Develop and deliver communications and engagement activities that uplift understanding of, participation in and advocacy for the MyNRMA Rewards program. Design and manage engagement initiatives such as incentive programs, competitions, leaderboards and the MyNRMA Rewards app champion network. Measure communication reach, engagement, participation and effectiveness, using insights and feedback to continuously improve future activity. What You'll Bring Relevant qualification in communications, business, marketing or a related discipline (desirable not essential) A change management certification such as Prosci, ADKAR or equivalent, with demonstrated practical application 5+ years’ experience across change management, internal communications and employee engagement, preferably within a complex, customer-facing organisation. Proven experience following a structured methodology to manage change and adoption, including preparing frontline teams for customer-facing change Experience delivering change and communications across multiple concurrent projects, releases or initiatives using Agile and/or traditional delivery approaches Demonstrated experience planning and delivering internal communications for a business unit or enterprise audience across multiple channels Experience designing and managing employee engagement initiatives, incentive programs, competitions, champion networks or similar participation activities Excellent written, verbal and editorial skills, with the ability to simplify complex information and tailor messages by audience, purpose and channel Strong stakeholder management skills across C-suite and senior leaders, project teams, Product, Technology, Marketing and Brand, Legal and Compliance and frontline teams Strong planning, prioritisation and execution skills across multiple initiatives and compressed timelines, with sound judgement in identifying and escalating risks A collaborative, proactive and pragmatic approach, with the confidence to work through ambiguity, constructively challenge, facilitate alignment and keep the customer and employee experience front of mind. What's in it for you? At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you! Progressive flexibility, leave and well-being benefits to balance all of life's priorities Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts Complimentary myNRMA membership including free Roadside Assistance & discounts on fuel, groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more Discounts on a range of NRMA personal insurance products including car, home & travel Grow, progress or relocate your career and move around the NRMA Group or different locations with us. Know You Belong We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team. As part of our recruitment process, successful applicants will be required to complete pre-employment checks. Join the NRMA and grow your career with us. Apply now, we cannot wait to hear from you or visit our careers site to find out more! We're one of Australia’s most trusted brands and proudly member-owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruises. That’s why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.