Tracey Willett
Change Manager
Melbourne,VIC
Summary
Dynamic senior change manager with over 15 years of experience delivering comprehensive change management solutions across enterprise, program, and project levels in the public, private, and not-for-profit sectors. Expertise spans the entire change lifecycle, including strategy development, planning, stakeholder engagement, readiness assessment, adoption facilitation, and seamless transition to business-as-usual operations. Proven ability to manage multiple initiatives simultaneously while fostering capability building and embedding sustainable outcomes in fast-paced and complex environments. Strategic thinker with a hands-on approach, dedicated to driving successful change that align with organisational goals.
Industry Experience
Retail | Finance | Government | Technology & Communications | Transport & Logistics | Media | Not-for-Profit | Education
Core Capabilities
- Change strategy and delivery – planning and execution across enterprise, program, and project levels covering people, process, systems, and structure
- Business readiness and adoption – impact assessment, training, communications, end-user support, BAU handover, capability uplift, and benefits realisation
- Stakeholder and executive engagement – building alignment, ownership, and commitment through clear communication and strong relationships
- Change leadership and governance – defining direction, governance frameworks, and decision-making forums to ensure accountable and transparent delivery
- Organisational design and alignment – designing structures, roles, and operating models to enable new ways of working and optimise performance
- Change capability uplift – developing frameworks, toolkits, and coaching to embed consistent and sustainable change maturity
- Benefits realisation and performance – measuring adoption, tracking outcomes, and embedding continuous improvement to sustain change
Selected Change Engagements
- ANZ Retail, Senior Change Manager, Uplifted change capability across 60 agile squads; embedded frameworks, tools, and service model; supported delivery of digital campaigns, tech capabilities, and customer-facing products.
- The Salvation Army, Program Change Manager, Led national rollout of CharityStore across 430 stores and 15 warehouses; delivered urgent mobilisation, readiness, and adoption in the final delivery phase. Delivered the change enablement for M365 and cyber security enterprise programs.
- Vic Dept. of Education, Senior Change Manager, Managed Salesforce Student Insight Program and multiple school digital initiatives; developed readiness, engagement, and adoption strategies.
- Coles Group, Change Manager, Master Data Management (MDM) program; assessed change impact, delivered training, comms, and governance model.
- Telstra Global Enterprise, Portfolio Change Manager, Led $240m global transformation portfolio; established Central Change Office, uplifted capability, and implemented governance/reporting frameworks.
- Victorian Building Authority, Change Manager, Regulatory and digital transformation; delivered change strategies, champion network, and training systems.
- Sensis, Australia Post, DHS, City of Melbourne, Multiple change leadership roles, In large-scale digital transformation, ERP, and organisational redesign initiatives.
Work History
Senior Change Manager
ANZ
01.2025 - Current
- Change capability uplift: Delivered a division-wide change maturity uplift from Level 1 (ad hoc) to Level 3 (defined and repeatable), implementing a tailored framework, toolkit, and self-service pathways, supported by training and governance.
- Service model implementation: Designed and implemented three core change service offerings to embed scalable, fit-for-purpose change capability.
- Change strategy execution: Developed and executed the change management strategy to support the division’s shift to project-led delivery.
- Change Radar & insights: Implemented a Change Radar to map initiatives against impacted roles, timing, and complexity.
- Squad & cluster enablement: Provided ongoing coaching and consulting to delivery squads and cluster leads.
- Stakeholder engagement & communications: Led the internal communications strategy, including a monthly stakeholder newsletter highlighting delivery performance and priorities.
- Supported a 500+ person digital delivery division across 60 agile squads, driving end-to-end delivery of digital campaigns, technology capabilities, and customer-facing products.
Program Change Manager
The Salvation Army
08.2024 - 01.2025
- Change strategy: Designed and led the full change management strategy for the rollout of CharityStore.
- Workstream mobilisation: Mobilised change workstreams and sustained engagement across Digital, Technology, and Business stakeholders.
- Business readiness & adoption: Delivered business readiness, training, and post-go-live adoption planning aligned to program timelines and milestones.
- Ways of working: Partnered with executive and frontline stakeholders to shift ways of working and embed sustainable process change.
- Team leadership: Led a cross-functional change team (change managers, trainers, communications specialists) to support enterprise delivery.
- Delivery context: Supported agile/hybrid implementation with multi-vendor input and phased rollout approach.
- Organisational change leadership for enterprise-level digital transformation across 430 retail stores and 15 warehouses.
- Time-critical execution: Worked under accelerated timelines to address change gaps identified just weeks prior to implementation.
- Collaborated with leadership to align change strategies with organizational goals.
- Analyzed feedback and performance metrics to refine change processes continuously.
- Facilitated workshops and meetings to promote engagement and communication among stakeholders.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
Senior Change Manager
Victoria State Government Department of Education
01.2024 - 06.2024
- Change management: Leading and delivering the change transition for the Student Insight Program enabled by a Salesforce digital platform.
- Program and project management: Identification and management of risks and issues, planning sequence of projects or activities to enable effective implementation.
- Stakeholder management: Liaison with key stakeholders across the Department.
- Project team support: Support project teams in integrating change management activities into their project plans using agile methodology.
- Coaching: Provide direct support and coaching to front-line managers and leaders as they help their direct reports through transitions.
- Developed comprehensive change management plans, facilitating smooth transitions during system implementations and process improvements.
Program Change Manager
The Salvation Army
09.2021 - 01.2024
- Change Management: Delivery of end-to-end change management for strategic technology projects & initiatives.
- Coaching & mentoring: Provision of support to internal project delivery resources to drive organisational change & new ways of working.
- Communication, Engagement, Culture Recognition: Development of communication, engagement and recognition plans, calendars & content for all change projects/initiatives.
- Training & Development: Collaborative development of training strategy & plans & content, toolkits, documentation of guides, FAQ's, toolkits, support model, IT Service Desk collateral.
- Vulnerability / Cyber Security: New system, SailPoint integrates with M365, >20 applications moved to Single Sign On (SSO).
- M365 implementation: Enterprise delivery; email, MS Teams, SharePoint and supporting apps.
- Aged Care strategy transformation: A 10-year business strategy that fundamentally changes how Aged Care is delivered.
- TSA Leadership and management development program: Implementation of a national strategy for leadership and management development.
- Led change initiatives to enhance operational efficiency across multiple departments.
- Developed and implemented training programs to support staff adaptation during transitions.
Change Manager
Coles Group
09.2020 - 02.2021
- Change Management: Assessed change scale, scope, complexity & effort required to implement the change.
- Change Advisory Board (CAB): Established a governance forum with senior leaders to oversee the change.
- Coaching: Provided specialist advice & coaching to ensure an integrated business focused approach to implementation.
- Developed and implemented change management strategies aligned with organizational objectives.
- The program was put on hold due to the high change impact on employees & the risk to business disruption at the time of Covid.
Portfolio Change Manager
Telstra Global Delivery Service
06.2015 - 06.2020
- Change Management: Led the design & delivery of change management services for GES strategic projects & initiatives.
- Centralised Change Management Office: Established & lead the Central Change Office to ensure a consistent approach to change delivery.
- Governance, Reporting & Benefits Realisation: Developed Strategic Execution tool.
- Communication Engagement & Marketing: Partnered with GES Communication & HR Manager to ensure consistent, quality communications and engagement.
- Financial Management: Provided input into the development of budgets and forecasts.
- Programs, Projects, Initiatives: Salesforce, Business intelligence, Workforce planning, multiple Organisational redesigns.
- Led cross-functional teams to implement change initiatives and enhance operational efficiency.
- Developed and executed change management strategies aligning with organizational goals and stakeholder needs.
Change Manager
Victorian Building Authority
12.2014 - 05.2015
- Change Management: A major change to how people worked across process, policy, and technology.
- Change Champions Network (CC): Established CC network.
- Communications: Monthly newsletter to customers, focus groups, industry presentations, union engagement.
- Community of Practice: Established Communities of Practice to engage, inform, share learnings & ensure sustainability & continuous improvement.
- Training: A new online training system was introduced & used for all learning.
- Developed and implemented change management strategies aligned with organizational objectives.
Portfolio Change Manager
ANZ
06.2013 - 11.2014
- Change Management: Accountable for the delivery of change management services within the ANZ Digital portfolio.
- Resource Planning & People Management: Planned & supported resources required for organisational change management activities.
- Strategic Alignment: Supported & validated the alignment of proposed change to organisational strategy.
- Stakeholder engagement: Assessed stakeholder needs & perceptions to determine the appropriate strategies for enabling & embedding strategic & project related change.
- Change SME: Functioned as a SME for change management & communication techniques.
- Delivered Major Change Program: Customer and banker experience transformation.
Change Manager
Australia Post
11.2011 - 05.2013
- Change Management: Part of the IT organisation's leadership team and applied a structured change management approach.
- Change Management Deliverables: Developed Strategies, Impact Assessments, Readiness Assessments, Leadership Action Plans and Communication Plans.
- Organisational Redesign: Created a change strategy to best manage changes in the IT supply teams impacted by workforce changes.
- Stakeholder assessment and engagement: Provided visibility and assurance of solution implementation to senior leaders.
- Financial Management: Provided input into the development of budgets and forecasts.
Program Change Manager
Sensis
01.2009 - 10.2011
- Change Management: Deliver a series of change projects to enable the Digital Transformation.
- Change Framework: Developed a change framework that was leveraged and scaled across the program and organisation.
- Change team: Lead a small team of change and process analysts to support the Delivery.
- Omnichannel: Implemented omnichannel and reshaped the sales and service model.
Change Manager
Department of Human Services
01.2005 - 12.2008
- Change Management: HiiP changed the way housing was provided.
- Stakeholder Engagement: Consulted extensively with stakeholders at all levels from across the organisation.
- Training and Communication: Designed and delivered communications and training strategies, plans, and content.
- Leadership of Change team: Including change analysts, training & communications.
GM Change & Transformation
Telstra
07.2002 - 12.2005
- Change Management: Part of the SLT, lead the implementation of change management for the replacement of thirty-three systems with one ERP solution.
- Change Portfolio: Delivered the change roadmap and supporting change plans for projects to enable business transformation.
- Governance and Reporting: Provided reporting on progress, risk, change collision, saturation, provided recommendations.
- Leadership: Provided leadership and direction to internal stakeholder groups.
Customer Development Manager
City of Melbourne
11.1996 - 06.2002
- Change Management: Partnered with the business to develop & implement e-government change strategies.
- Change Capability: Uplifted the change capability by delivering training and end user toolkits for change management.
- E–government Strategy Change Projects: Enterprise CRM, Mobile solution for field workers, new intranet to name a few.
Education
Post Graduate Diploma in Applied Science - Change Management
Associate of Applied Science - Early Learning
Certification
● Strategic Execution | George Washington University
● ITIL Foundations | Dowling Consulting, Victoria, Australia
● APMG Change Management | HI LOGIC
● PRINCE2® Foundation | The Knowledge Academy