Change Manager – Institutional Division

About the role

The Change Manager will lead the transition from legacy customer contact platforms to new enterprise solutions within ANZ's Institutional Division. You will partner with project and business teams to ensure safe, effective adoption of new systems, processes and behaviours across the division.

Key responsibilities

• Develop and execute a divisional change management strategy aligned with the ECC program objectives.
• Facilitate change impact assessments and identify downstream effects on personas, journeys and cross‑divisional processes.
• Engage stakeholders to build awareness, support and readiness for the transition.
• Design and deliver communication plans, training programmes and workshops.
• Conduct change readiness assessments, monitor metrics and KPIs, and adjust strategies as needed.
• Manage resistance, embed change into business‑as‑usual and foster a culture of continuous improvement.

Required profile

• Proven experience in leading end‑to‑end change initiatives within a large, regulated organisation.
• Strong stakeholder management and communication skills.
• Ability to analyse complex processes and translate findings into practical plans.
• Experience designing and delivering training and communication materials.
• Results‑oriented with a focus on measuring and reporting change effectiveness.

Required skills