Naomi Carter
Linkedin.com/in/naomijanecarter
Summary
Experienced Senior Change Manager with over 18 years of expertise in leading complex change initiatives, focusing on digital and technology-driven transformation. Proven track record of delivering strategic change management solutions and achieving sustainable change adoption across diverse organisations. Adept at collaborating with senior leadership and key stakeholders to implement innovative change strategies. Experienced in managing multi-stream programs and applying Agile methodologies to drive successful business transformation.
Overview
11
11
years of professional experience
Work History
Senior Change Manager
icare
Treasury Managed Fund (TMF) Workers Compensation Transformation Program
05.2022 - Current
- Leading two streams and a team of two change managers in providing end-to-end change management for a $150M+ multi-stream program
- Developing a program change strategy
- Identifying and assessing change impacts and ensuring impacts are addressed by comprehensive change plans and activities
- Identifying risks and issues, monitoring progress, and reporting on change delivery status
- Engaging with external stakeholders, building alliances, and supporting them to manage change within their businesses
- Collaborating with business, customer experience and continuous improvement colleagues to design a technology solution that is fit-for-purpose
- Managing Agile showcases to internal and external stakeholders.
Senior Change Manager
Westpac Group
Complaints Transformation Program
03.2020 - 04.2022
- Defined and executed change management plans for two streams of a multi-stream $40M+ group-wide program, leading to increased complaint spotting and resolution rates
- Delivered training to over 5000 employees, providing extensive go-live support and ensuring successful adoption of new processes
- Coordinated communication and alignment across different streams and group programs.
Senior Change Manager
AMP
Adviser Network Policy Update Program
10.2019 - 03.2020
- Coached advisers in leading the transition and implementing resistance management strategies within their practices, enhancing their ability to successfully navigate change
- Supported executive roadshows by developing engaging communication materials to ensure clear messaging and stakeholder buy-in.
Change Management and Development Consultant
Skill and Will
07.2019 - 11.2019
- Designed and piloted a leadership skills program for new managers at the University of New South Wales.
Senior Change Management Consultant
Infosys
Ausgrid ICT Operating Model
02.2019 - 06.2019
- Designed and executed the change strategy for a complex operating model transformation, addressing significant stakeholder resistance effectively.
Adoption and Change Management Senior Consultant
Microsoft
05.2018 - 12.2018
- Developed comprehensive change management strategies for several Microsoft Enterprise customers (The Department of Education, Westpac Group, WorkCover Queensland, The Public Trustee of Queensland, Adecco International), enhancing adoption of Microsoft technologies.
Senior Change Manager
Westpac Group
Business Banking Transformation
06.2017 - 04.2018
- Led a team in strategic and tactical implementation of change management for multiple programs within the Business Bank, including the introduction of new merchant terminals, new pricing, new Mastercard and Visa scheme standards, and regulatory compliance changes.
Senior Change Manager
BT Financial Group, Westpac Group
BTIS Infrastructure Project
05.2016 - 06.2017
- Provided end-to-end change management to support technology and operational changes, engaging stakeholders at all levels, and utilising various communication channels.
Senior Change Manager
Salmat
11.2014 - 04.2016
- Achieved 96% post go-live system adoption rates for an ERP replacement program (Workday HR and Finance) and supported the transition from Microsoft to Google for over 4000 employees.
Change Manager
Westpac Group
SBG Business Connect Transformation Program
08.2013 - 11.2014
- Led the change stream on an $18M program aimed at digitising and simplifying the customer experience of the SME customer segment within the St.George Banking Group (SBG)
- Delivered face-to-face training for 140 branches across Australia.
Earlier Career
Summary
- Supported change initiatives across group-wide projects at Commonwealth Bank of Australia (2011 – 2013)
- Provided training and development consulting at BusinessLink, Successium, and other consultancy roles (2008 – 2010)
- Participated in Accenture’s Graduate Program, contributing to major transformation programs for AGL and Telstra (2005 – 2008)
Skills
- Developing and delivering change management strategies that optimise adoption and embed change within complex large-scale transformation programs
- Coaching executives, leaders, and team members on navigating and leading change
- Crafting engaging and innovative communications and training materials, including eLearning, videos, and social content
- Delivering training to diverse group sizes, from small teams to larger cohorts
- Identifying resistance and implementing effective interventions
- Building collaborative relationships with project team members, leaders, and stakeholders
- Planning and managing Agile showcases
- Sharing knowledge and experience to promote best practices and continuous improvement
Education And Professional Development
- Master of Science in Coaching Psychology, The University of Sydney, Expected in 2025
- Master of Education (Organisational Learning), UTS, 2015, Graduated with High Distinction
- Prosci Change Management Certification, Commonwealth Bank of Australia, 2010
- Certificate IV in Workplace Training and Assessment, TAFE NSW, 2009
- Bachelor of Arts Informatics (Information Systems, Computer Science), The University of Sydney, 2004
- Siebel Core Consultant (Siebel 7.7), Siebel University, 2005
- Higher School Certificate, MacKillop Senior College, 1999
Timeline
Senior Change Manager
icare
05.2022 - Current
Senior Change Manager
Westpac Group
03.2020 - 04.2022
Senior Change Manager
AMP
10.2019 - 03.2020
Change Management and Development Consultant
Skill and Will
07.2019 - 11.2019
Senior Change Management Consultant
Infosys
02.2019 - 06.2019
Adoption and Change Management Senior Consultant
Microsoft
05.2018 - 12.2018
Senior Change Manager
Westpac Group
06.2017 - 04.2018
Senior Change Manager
BT Financial Group, Westpac Group
05.2016 - 06.2017
Senior Change Manager
Salmat
11.2014 - 04.2016
Change Manager
Westpac Group
08.2013 - 11.2014
Earlier Career
Summary
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