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change content management specialist
Change & Content Management Specialist
Home-in
Customer Success
Sydney
The Opportunity
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. [Expression...ement 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.
About x15
What is x15ventures?
We're a venture scaler powered by CommBank. We build, buy and invest in startups that will benefit the bank's 15 million customers and beyond.
We're navigating the space between corporate and startup worlds and harnessing the collision of careers, ideas and expertise to help build and scale the next generation of digital businesses.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
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© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
