Senior Project Officer - Change Management

Senior Project Officer - Change Management

Employment Type: Temporary, until 31 December 2027
Clerk Grade: 9/10 ($133,348 - $146,945 + super)
Location: flexible across NSW Fair Trading office locations. Hybrid working, which is subject to broader divisional and DCS flexible work policies.
Agency: NSW Fair Trading

About the team
NSW Fair Trading is the consumer protection regulator in NSW. We ensure a fair and safe marketplace for goods, services and homes in NSW.

NSW Fair Trading is transitioning to Licence NSW, a whole-of-government digital licensing platform that will make it easier for people and businesses to apply for, renew and manage licences in NSW.

This team is embedded within NSW Fair Trading and works closely with Digital NSW to support the transition. The team plays a key role in ensuring the new system supports customer-centred services, improves operational efficiency, strengthens compliance outcomes and delivers meaningful service uplift.

About the role
This role is the program's business readiness and change lead, responsible for ensuring the program is set up for success across NSW Fair Trading, with stakeholders engaged and sustained adoption achieved.

You will prepare, support and equip stakeholders across multiple business areas to adopt the new system with new processes and ways of working. The focus is on ensuring business readiness is achieved before go-live.

You will lead end-to-end change delivery, applying best-practice change management methodologies to support the successful adoption of change initiatives. You will partner with stakeholders to shape change strategies, develop practical resources such as procedures or work instructions, and deliver targeted training, communication and engagement plans and materials.

You will identify and manage impacts across people, processes, systems and customer outcomes, ensuring change is smoothly integrated into business operations and for our customers. Drawing on your experience delivering change in complex digital deliveries, you will also anticipate downstream impacts, risks and dependencies across programs of work.
If you are passionate about enabling change and achieving meaningful outcomes, this is your opportunity to make a real difference.

About you

• You are an experienced change professional with a strong track record delivering change in complex digital programs. You can clearly describe the transformation initiatives you have supported, the role you played and the outcomes achieved.
• You bring exceptional written and communication skills and practical experience developing change plans, stakeholder engagement approaches, communications, training materials, change collateral and process documentation that support adoption and business readiness.
• You are confident working with stakeholders at all levels, including facilitating workshops, influencing outcomes, managing competing priorities and translating complex program changes into clear, practical actions for impacted teams and external stakeholders.
• You have a strong understanding of change management methodologies, such as Prosci® or equivalent, and can adapt your approach to suit the needs of the program and business environment.
• You are pragmatic and outcome focused, you prioritise behaviour change over process for its own sake.
• Formal change management qualifications, related tertiary qualifications or equivalent demonstrated experience delivering change for complex digital programs is required.

How to apply
Please submit: An up-to-date resume (maximum 4 pages), a cover letter (1 page) addressing:
Your interest in the role, and your relevant experience and capabilities to deliver business readiness for major change in an organisation.

Salary Grade 9/10, with the base salary for this role starting at $133,348 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Jessica Love via ••••@customerservice.nsw.gov.au.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Friday 14th August 2026 (9:59am)

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

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We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact ••••@customerservice.nsw.gov.au.

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