- Brisbane CBD | Hybrid (5 days per fortnight in office)
- 6-month rolling contract with extensions
- Competitive daily rate on offer
Our client is delivering a significant CRM implementation as part of a broader 2030 enterprise strategy, supporting improved customer experience across employer and provider interactions. The program sits within a large transformation portfolio spanning 23 concurrent initiatives, including digital platforms, websites, and enabling systems.
We are seeking a Change Analyst to support the people and process impacts of this CRM program. The role will focus on understanding how teams work today, identifying change impacts, and supporting engagement, readiness, and adoption across the business. This is a hands-on change role, working closely with a dedicated Change Manager.
Key Responsibilities
- Support change activities for a major CRM implementation within a broader transformation portfolio
- Conduct detailed change impact assessments and stakeholder analysis across impacted business areas
- Work closely with SMEs to understand current-state processes, identify gaps, and support future-state design
- Support the development and delivery of change plans, communications, and engagement activities
- Assist with training planning and delivery, including large-scale classroom-based training for 1,000+ users in partnership with a vendor
- Support business readiness, adoption, and transition to BAU
- Collaborate closely with Change Managers, Project Managers, and delivery teams to ensure end-to-end change delivery
- Previous experience in a Change Analyst or business change role
- Strong understanding of organisational change principles and people-led change
- Confident engaging with stakeholders and facilitating discussions with SMEs
- Customer-focused mindset, with an interest in how change impacts end users and service delivery
- Experience supporting large-scale or IT-enabled transformation programs
- Exposure to CRM, customer management, contact centre, or customer-facing platforms
- Training experience (design, coordination, or delivery), particularly classroom-based training
- Familiarity with formal change frameworks (APMG preferred; Prosci also considered)
If you bring a strong business change focus and enjoy rolling up your sleeves to support meaningful, customer-impacting change, apply now or contact Caitlin Botsford at caitlin.botsford@pra.com.au for a confidential discussion.
