Change Manager Customer Experience

• 12 Month Daily Rate Contract
• Paying up too $940 per day inc super
• Flexible WFH - Not Fully Remote

Project Overview:

The Future Airport Experience (FAE) project aims to revolutionize the front-of-house experience for travelers, making it more engaging and less transactional. This project will enhance the traveling experience through improved digital offerings and an optimized check-in process via our web and mobile app. It involves close collaboration with Brisbane Airport Corporation on infrastructure changes and aligns with our inflight automated bag drop project.

Role Summary:
We are seeking a highly motivated and experienced Change Manager to join the Future Airport Experience (FAE) project team. The successful candidate will be responsible for managing the people side of change, including changes to business processes, systems and technology, job roles, and organization structures. This role requires exceptional leadership, communication, and organizational skills, with a focus on operational and customer service projects.

Key Responsibilities:

• Develop and implement change management strategies and plans to maximize employee adoption and minimize resistance.
• Apply a structured methodology and lead change management activities for the FAE project.
• Identify and manage anticipated resistance to change.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Provide direct support and coaching to all levels of managers and supervisors as they help their direct reports through transitions.
• Support project teams in integrating change management activities into their project plans.
• Define and measure success metrics and monitor change progress.
• Support communication efforts, including the design, development, delivery, and management of communications.
• Conduct training needs assessments, design and deliver training programs, and support training efforts.
• Coordinate with Brisbane Airport Corporation and other third-party vendors to ensure alignment on change initiatives.

Qualifications:

• Proven working experience in change management, preferably in operational or customer service projects.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and multitasking skills.
• Strong working knowledge of Microsoft Office.
• Change Management certification (e.g., Prosci) is a plus.

Skills and Attributes:

• Strong leadership and team management skills.
• Ability to think strategically and execute methodically.
• Highly motivated and able to work independently as well as in a team environment.
• Ability to handle multiple tasks simultaneously and meet deadlines.
• Strong problem-solving skills and ability to make decisions quickly.
• Experience with digital transformation projects, particularly those involving web and mobile applications, is highly desirable.
• Experience in collaborating with external infrastructure projects is a plus.

Additional Responsibilities:

• Manage stakeholder expectations and build consensus across various levels of the organization.
• Create and maintain comprehensive change management documentation.
• Foster a culture of continuous improvement and innovation.
• Act as a champion for change, fostering a positive acceptance of changes within the organization.

We encourage you to apply below, alternatively you can email your CV to [email protected]