Change Manager

• Design and lead change workstreams across a variety of initiatives within the Digital & Direct servicing domains
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time permanent position based at our Head Office in Mascot, Sydney

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation.

As the Change Manager, you will lead the design, development and delivery of change initiatives across our Contact Centre.  This role supports both strategic programs and continuous improvement initiatives, ensuring seamless transitions and successful adoption of change across people, processes and technology.

Key responsibilities:

• Lead end-to-end change management activities across strategic and operational initiatives.
• Develop and implement change strategies aligned with industry best practices.
• Conduct change impact assessments and readiness evaluations to inform planning.
• Create and manage detailed change plans across key programs and initiatives.
• Design and deliver targeted communication and engagement plans.
• Lead stakeholder mapping and ensure targeted, ongoing communication with key stakeholders at all levels.
• Maintain a portfolio view of concurrent initiatives, ensuring prioritisation and resource alignment.
• Identify and mitigate change-related risks proactively.
• Craft clear messaging to articulate the vision, benefits and the specific changes being introduced.
• Enable and support a network of change champions to drive adoption.
• Establish and track success metrics to measure adoption, proficiency and business outcomes.
• Capture lessons learned and feedback to continuously improve change practices.

You’ll have:

• Tertiary qualifications in Business, Communications and Project/Change Management or equivalent industry experience.
• 5+ years of experience delivering change initiatives in a project or program environment.
• Proven success in complex, matrixed organisations with diverse stakeholder groups.
• Experience delivering change to a frontline team, ideally within a contact centre.
• Familiarity to Agile methodologies; airline industry experience will be highly regarded.
• Strong self-motivation and ability to deliver under pressure.
• Excellent analytical and problem-solving skills.
• Excellent stakeholder engagement, facilitation and coaching skills with experience engaging senior leadership.
• Exceptional communication skills – written, verbal and presentation and high attention to detail.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close on the 24th of September

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.