Where do you fit in?
The
Change & Content Management Specialist
plays a critical role in ensuring that all operational changes across CSO are delivered smoothly, communicated effectively, and adopted successfully. This role owns the development, governance, and maintenance of CSO's Standard Operating Procedures (SOPs), knowledge content, and change management frameworks—ensuring our teams remain confident, capable, and equipped to deliver an exceptional customer experience throughout the home‑buying journey.
What you'll do day-to-day:
* Change Leadership & Strategy
* Lead the development and execution of fit‑for‑purpose change management strategies that maximise adoption of new processes, systems, and tools across CSO.
* Partner closely with Product, Ops, Training & Quality, Partner Operations, and other stakeholders to ensure changes are planned, understood, and aligned with broader business objectives. [ role
* Track and report on readiness, adoption, and success metrics to ensure changes effectively transition into business‑as‑usual.
* Stakeholder & Impact Management
* Conduct detailed impact assessments to evaluate how changes affect people, processes, customer experience, and technology touchpoints.
* Identify key stakeholders, manage engagement plans, and anticipate areas of resistance—proactively developing strategies to mitigate them.
* Communication & Engagement
* Design, draft, and deliver clear, timely, and consistent communications to support change awareness and understanding across CSO.
* Ensure the "why," "what," and "how" behind each change is communicated effectively through the appropriate channels.
* SOP, Content & Knowledge Governance
* Own the creation, maintenance, and version control of all CSO SOPs, FAQs, knowledge‑base content, and process documentation—ensuring accuracy, usability, and alignment with operational reality.
* Partner with SMEs to keep content current following product changes, process updates, or business decisions.
* Training, Readiness & Support
* Translate change impacts into clear training requirements and support the design and delivery of training initiatives to uplift team capability.
* Coordinate with the Training & Quality team to ensure change‑driven training is embedded into onboarding, upskilling, and continuous improvement programs.
* Risk, Compliance & Quality Assurance
* Identify risks related to change adoption, process deviation, or knowledge gaps and develop proactive mitigation and monitoring plans.
* Ensure SOPs and content materials reflect compliance, operational, and customer‑experience standards.
What You Bring
* Strong understanding of change management frameworks, principles, and methodologies
* Experience developing process documentation, SOPs, or operational content.
* Exceptional communication, stakeholder management, and influence skills.
* Ability to translate complex or technical changes into clear, digestible content.
* High attention to detail, strong organisation, and a proactive mindset.
* Analytical capability to assess impacts, track adoption, and measure change success.
* Experience in cross‑functional environments, ideally within customer operations, service delivery, or product‑led teams.
Nice to Have
* Familiarity with Home-in processes, tools, and operational workflows. [
* Experience with knowledge‑base systems, LMS platforms, or content governance structures.
* Exposure to behavioural science or user‑centric content design principles.
Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don't worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we're looking for
Why Join Us?
* Enjoy a flexible and dynamic start-up environment
* We nurture a safe space for our people to show up as they are
* Competitive salary and bonus structure
* Opportunities for professional growth and development
* Access to the best in class benefits that CommBank offers.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
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Advertising End Date: 17/02/2026