Change Manager, Digital Experience Program
Core
Lead large-scale customer and employee adoption for AFCA's Digital Experience Program, ensuring seamless transition to new digital platforms and services for over 55,000 members and 100,000 annual complaints.
Role type
Senior Change Manager (Digital Transformation)
Builds
Modern, accessible, user-centred digital experiences and dispute resolution services
Domain
Financial services / Digital transformation / Customer experience
Deliverable
product features
Required skills
Change strategy design, stakeholder engagement, migration planning, adoption intervention design, Agile/Waterfall delivery experience, accessibility compliance
Preferred skills
Prosci accreditation, human-centred design approach, senior leadership influencing
Technologies
Digital platforms, portals, authentication systems
Responsibilities
Develop and execute change, communications, and readiness strategies; Drive customer migration to new digital platforms; Partner with Product, Technology, and Customer Experience teams; Identify adoption barriers and implement targeted interventions; Measure success through adoption and business outcomes
Seniority
Senior, hands-on IC