The NRMA

Change and Communications Lead

The NRMA  •  Commonwealth of Australia (Onsite)  •  2 hours ago
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Job Description

Company Description

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.

Job Description

We’re looking for an experienced Change and Communications Lead to join our Project Management Office where you will be dedicated to the Digital Agile Release Train (DART), which brings together cross-functional product, technology and business teams to deliver customer-facing digital and product changes through an Agile cadence.

This is a fantastic opportunity for you to lead the change, communications and engagement activities required to support successful delivery, adoption and readiness across the DART release roadmap. You will translate technical and product changes into clear, audience-specific messages so impacted teams understand what is changing, why it matters, what it means for them and what they need to do.

This is a high-impact role where your ability to influence, engage and drive adoption will directly shape business outcomes.

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

This is a hands-on, end-to-end change and communications role where you will:

  • Establish, maintain and deliver an integrated DART change, communications and engagement plan that builds organisational awareness, understanding and support.
  • Embed change and communications planning within the DART roadmap, Program Increment planning, sprint cadence, showcases and release planning.
  • Maintain an integrated view of DART-related change, including business impacts, change saturation, dependencies, sequencing and communication windows.
  • Conduct stakeholder and change impact assessments to identify who is affected, how they are impacted and the appropriate scale and sequence of the response.
  • Identify impacts to people, processes, customer journeys, technology, policy, ways of working, capability and operational readiness for relevant releases
  • Translate the DART roadmap, technical changes and product outcomes into clear, plain-language communications tailored to leaders, frontline teams, customer-support teams and other impacted audiences.
  • Develop and deliver change, communication, engagement and readiness plans aligned to sprint, release and go-live milestones.
  • Prepare Contact Centre and frontline teams for customer-facing releases through FAQs, key messages, leader briefing packs, talking points, learning module updates and knowledge content.
  • Plan and deliver Agile engagement activities, including showcases, demonstrations, lunch and learns, stakeholder briefings, release updates and feedback sessions.
  • Coordinate with Product, Technology, Marketing and Brand, Legal and Compliance, Contact Centre and operational teams to ensure messages are accurate, timely and aligned.
  • Conduct readiness checks, identify risks and gaps, agree mitigation actions, monitor feedback and adoption, and capture lessons through retrospectives and post-implementation reviews.

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 practical application in an Agile delivery environment.
  • 5+ years’ experience in change management and/or internal and external communications.
  • Experience supporting customer-facing digital or product changes and the related internal organisational change.
  • Demonstrated experience working within an Agile and/or SAFe delivery model and embedding change within an Agile Release Train or squad cadence.
  • A proven ability to translate technical and product changes into clear, plain-language communications for cross-departmental, leadership, frontline and customer-support audiences.
  • Experience conducting stakeholder and change impact assessments and using the findings to shape the scale and sequencing of the response.
  • Extensive experience delivering change, communications, engagement and readiness plans across multiple concurrent releases or initiatives.
  • Experience preparing Contact Centre or frontline teams for customer-facing changes, including FAQs, leader materials and learning or knowledge content.
  • Strong stakeholder management skills across Agile squads, Product Owners, Technology, Legal and Compliance, Contact Centre, Marketing and Brand, leaders and frontline teams.
  • Excellent written and verbal communication skills, with strong planning, prioritisation and execution skills across compressed sprint and release timelines.
  • 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!

The NRMA

About The NRMA

For over 100 years, the NRMA has existed to make the journey better for everyone in the community. In everything we do, we aim to give back, always adding more value to Membership while working towards a better, shared future.

Having over 3.2 million Members, we’re Australia's largest member-owned organisation, and have grown into one of the country's largest tourism, leisure, and travel businesses, with investments in accommodation, car hire, ferries, experiences and more. We’ve done this by putting our people, Members and customers at the centre of everything we do to deliver great experiences – something that has always set us apart.

From our earliest Patrols, we’ve been passionate about helping people on the road, but we now also help millions on our waterways, on their holidays, and on all of their journeys. Tales of our legendary service embody the sense of mateship and levels of care that the people of our nations have become known for the world over.

As a workplace, we foster a culture of innovation, growth and wellbeing – one that respects and celebrates diversity in all its forms, creating an environment where all people can feel they truly belong and thrive. We do this because we know that, when put together, our individual talent and uniqueness is what makes us great at what we do. We do this because it makes our place a great place to be.

Interested? We’d love to hear from you.

Industry
Nonprofit & NGOs
Company Size
1,001-5,000 employees
Headquarters
Sydney Olympic Park, AU
Year Founded
1920
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