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About the Role

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.

Responsibilities

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.

Requirements

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.

Skills

Change Management
Internal Communications
Employee Engagement
Stakeholder Management
Agile
Traditional Delivery Approaches
Written Communication
Verbal Communication
Editorial Skills
Planning
Prioritisation
Execution
Risk Management
Collaboration
Proactive Approach
Pragmatic Approach

Location

Sydney CBD
Sydney Olympic Park

Work Type

Hybrid
Full-time
Permanent

Experience Level

5+ years experience

Education Level

Relevant qualification in communications, business, marketing or a related discipline (desirable not essential)
Change management certification

Salary/Compensations

AUD 0 - AUD 0 - yearly

Benefits

Progressive flexibility, leave and well-being benefits
Travel discounts on SIXT car rental, cruises, and accommodation
Complimentary myNRMA membership including free Roadside Assistance & discounts
Discounts on a range of NRMA personal insurance products
Career growth and relocation opportunities within the NRMA Group

About the Company

One of Australia’s most trusted brands and proudly member-owned, with people and community at the heart of everything.
The NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruises.
A career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward.

Equal Opportunity

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve.
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.