Technology Customer Strategy & Change Manager


As our Technology Customer Strategy & Change Manager, you will work to develop and deliver on strategic initiatives that improve the 'customer experience' of Macquarie staff who utilise technology applications and devices.   

Reporting to the Global Head of Tech Assist, you’ll develop customer centric approaches to new technology deployments, updates, and increase existing technology adoption. Working collaboratively with numerous portfolios across technology, you will seek to bring alignment to communications, deployment timings, training approaches and feedback loops to maximise the workplace experience for Macquarie staff. Key to the role is strong capability in change, engagement and communications management.  

 
This role will comprise of the following and require you to:

  • partner with Technology Service teams to apply best practice change management approaches to technology deployments and service updates, challenging them to create a seamless customer experience and reduce failure demand
  • develop a set of best practice change management templates to standardise how technology changes are delivered across the bank and uplift change management capability in the Technology Service Teams
  • developing and maintaining a change heatmap providing an overview of the whole portfolio of technology changes impacting customers across the bank
  • lead the strategy development and delivery of Tech Assist Learning ensuring our content and training programmes are cutting-through the corporate noise and uplifting our customers’ digital literacy
  • increase adoption of technology tools to enhance customer productivity through targeted learning and communications strategies for each business group
  • ensure the Tech Assist team is timely informed and trained up to support technology deployments and updates impacting their customers
  • provide support to Tech Assist Service Owner and his leadership team to design, socialise and deliver the Tech Assist’s strategy
  • consulting automated service platforms and attending daily technology stand-ups to maintain and update change heatmap
  • keep across technology services’ health status and incidents and ensuring information flows to our customer-facing teams. Updating relevant communications channels accordingly and involving the Tech Assist Global Readiness Team and/or the Communications Teams as and when required
  • develop change, communications and training plans for technology deployments and updates
  • manage a small team and ensure clear objectives are set for the day.

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Market Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. The Corporate Operations Group’s purpose is to power the entrepreneurial enterprise. 

Our commitment to Diversity and Inclusion 

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need


As our Technology Customer Strategy & Change Manager, you will work to develop and deliver on strategic initiatives that improve the 'customer experience' of Macquarie staff who utilise technology applications and devices.   

Reporting to the Global Head of Tech Assist, you’ll develop customer centric approaches to new technology deployments, updates, and increase existing technology adoption. Working collaboratively with numerous portfolios across technology, you will seek to bring alignment to communications, deployment timings, training approaches and feedback loops to maximise the workplace experience for Macquarie staff. Key to the role is strong capability in change, engagement and communications management.  

 
This role will comprise of the following and require you to:

  • partner with Technology Service teams to apply best practice change management approaches to technology deployments and service updates, challenging them to create a seamless customer experience and reduce failure demand
  • develop a set of best practice change management templates to standardise how technology changes are delivered across the bank and uplift change management capability in the Technology Service Teams
  • developing and maintaining a change heatmap providing an overview of the whole portfolio of technology changes impacting customers across the bank
  • lead the strategy development and delivery of Tech Assist Learning ensuring our content and training programmes are cutting-through the corporate noise and uplifting our customers’ digital literacy
  • increase adoption of technology tools to enhance customer productivity through targeted learning and communications strategies for each business group
  • ensure the Tech Assist team is timely informed and trained up to support technology deployments and updates impacting their customers
  • provide support to Tech Assist Service Owner and his leadership team to design, socialise and deliver the Tech Assist’s strategy
  • consulting automated service platforms and attending daily technology stand-ups to maintain and update change heatmap
  • keep across technology services’ health status and incidents and ensuring information flows to our customer-facing teams. Updating relevant communications channels accordingly and involving the Tech Assist Global Readiness Team and/or the Communications Teams as and when required
  • develop change, communications and training plans for technology deployments and updates
  • manage a small team and ensure clear objectives are set for the day.

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Market Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. The Corporate Operations Group’s purpose is to power the entrepreneurial enterprise. 

Our commitment to Diversity and Inclusion 

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need

Are you viewing this job on LinkedIn? Click here to apply