Standards Activation Lead

About the role

The Standards Activation Lead drives awareness, understanding and adoption of Standards and strategic priorities across the Customer Contact Hub (CCH) through business-wide activation activities, leadership forums, recognition programs, roadshows, content and communication channels. The role is based at 839 Collins Street, Docklands, Melbourne, is permanent and full time (40 hours per week).

Key responsibilities

• Own CCH communications on Standards, transformation and engagement, including the communication cornerstones and forward communication plan.
• Create a clear CCH narrative across standards, strategy, transformation, customer, performance and risk, and lead communication experiences such as roadshows.
• Produce high-quality content and equip leaders to communicate key messages consistently, choosing the right channel for each message.
• Turn Standards priorities into practical, engaging activation, linking coaching, onboarding, leadership practices, quality, performance and recognition.
• Identify gaps in understanding, work with stream owners to close them and ensure leaders and teams apply the Standards in practice.
• Bring recognition to life across CCH forums and channels, connecting it to specific behaviours, Standards and customer outcomes.
• Own employee listening, including eNPS, pulse checks and targeted feedback outside annual surveys, analysing sentiment and engagement trends and giving leadership actionable insights.
• Use feedback to improve communication and activation, and close the loop so people see the impact of their feedback.

Required profile

• Proven experience leading internal communications, transformation communications or business activation in a large, complex organisation.
• Experience turning complex strategy, transformation, customer, performance and risk information into clear, practical narratives.
• Experience designing and delivering leadership forums, roadshows, campaigns or business-wide engagement activity.
• Experience in operational environments and using digital, visual or multimedia content to increase reach and engagement.
• Experience with employee recognition, behavioural reinforcement or culture programs.

Applicants are not expected to have all these skills; a growth mindset is valued. Applications are made through the ANZ careers site using reference number 127101.