Marcia Owen, Management Consultant in Brisbane, Queensland, Australia
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Marcia Owen

Verified Expert  in Management Consulting

Change Management Expert

Brisbane, Queensland, Australia

Toptal member since November 25, 2022

Expertise
Small Business OperationsFractional COOsInterim COOs
Bio

Marcia is a seasoned change practitioner and coach with 20+ years of experience facilitating sustainable, responsive, and transformative change for clients. She brings a focused customer- and employee-centric approach and expertise in resources, utilities, travel, education, and health. As a freelance change consultant, Marcia enjoys the opportunity to work with innovative clients to continually expand and evolve their employee, customer, and commercial objectives.

Career Highlights

Senior Change Consultant
Queensland Rail
Senior Change Consultant
Department of Regional Development, Manufacturing, and Water
Global Program Change Manager
Flight Centre Travel Group

Education Highlights

Master's Degree
Charles Sturt University
Postgraduate Certificate
Charles Sturt University
Postgraduate Certificate
Trison Business College

Certification Highlights

Certified Organizational Coach
Institute for Executive Coaching and Leadership
Prosci Change Management Certification
Prosci
APMG International Change Management Practitioner
APMG International

Case Studies

Expertise

  • Business & Digital Transformation
  • Change Leadership
  • Coaching
  • HR/Workforce Transformation
  • Organizational Change Management (OCM)
  • Stakeholder Engagement
  • Transformational Leadership
  • Wellness

Work Experience

Senior Change Consultant

2024 - PRESENT
Queensland Rail
  • Designed and led integrated cultural change management strategy, driving successful adoption of new operating models and internal workforce mobility programs.
  • Partnered with health and wellbeing teams to identify and mitigate psychosocial risks, ensuring a people-first approach to transformation.
  • Advised senior leaders and initiative owners on change leadership, stakeholder engagement, and employee adoption strategies.
  • Collaborated with HR teams, People Business Partners, and external consulting firms to co-deliver transformation initiatives, ensuring alignment with change strategy and organizational objectives.
  • Championed a people-centric and agile approach to change, embedding continuous improvement and workforce resilience through data-driven decision making.
Focus areas: HR/Workforce Transformation, Organizational Change Management (OCM), Transformational Leadership, Business & Digital Transformation, Wellness

Senior Change Consultant

2020 - 2024
Department of Regional Development, Manufacturing, and Water
  • Managed the design, development, and delivery of change with a human-centered focus to enable data and digital solutions for a complex $135 million digital transformation program.
  • Designed and developed an Agile change framework and templates to manage multiple projects and initiatives efficiently and quickly within the change team.
  • Led and facilitated virtual state-wide co-design workshops for statements of direction, a concept of operations, and a business process to inform future design and build cohesion across the business.
  • Coached executives, middle management, and a change champion network to lead the change and drive the adoption of a new CRM solution to an initial resistant culture due to two failed attempts by other major consulting agencies.
  • Developed a business readiness change roadmap and deployment plan to deliver a solution to internal staff, a customer portal, and a mobile app to customers.
  • Facilitated workshops to extract relevant information from business representatives to inform stakeholders about identification, change impacts, risks, communication, engagement, and training.
  • Designed and developed a change capability proposal and led an initiative to develop the mindsets, behaviors, and skills required for staff to respond to change and enable transformation.
Focus areas: Change Management, Change Leadership, Stakeholder Analysis, Stakeholder Engagement, Communication Strategy, Communication Design, Employee Communication, Customer Experience, Customer Engagement, Coaching, Training & Training Content Development, Agile Transformation, Agile DevOps, Human-centered Design (HCD), Workshop Facilitation, Strategy, Business Transformation, Marketing Communications (MarCom), Microsoft PowerPoint, Management Consulting, Digital Transformation, PMO, Business Process Re-engineering, Leadership Training, Organizational Development, Organizational Change Management (OCM), Transformational Leadership, Business & Digital Transformation, Wellness

Global Program Change Manager

2019 - 2020
Flight Centre Travel Group
  • Led a team of regional change managers to implement an internal change framework to design, develop, and deliver global change and communication plans for the technical implementation of an airline industry transformation model.
  • Managed an extensive stakeholder engagement across 19 internal brands in addition to off-shore and wholesale arms of the business.
  • Developed global change and communication strategies to support regional implementation within a competitive and contentious marketplace.
  • Conveyed change progress, impacts, risks, and strategic recommendations to C-suite enterprise leadership in global, EMEA, and APAC steering groups.
  • Managed the governance of all upstream and downstream strategic, operational, and external customer-facing communications.
  • Coordinated, governed, and facilitated global change working groups to ensure consistency in messaging and rollout.
Focus areas: Change Leadership, Change Management, Communication Strategy, Stakeholder Analysis, Stakeholder Engagement, Communication Design, Governance, Workshop Facilitation, Business Transformation, Marketing Communications (MarCom), Microsoft PowerPoint, Management Consulting, Digital Transformation, Leadership Training, Organizational Development, Organizational Change Management (OCM), Transformational Leadership, Business & Digital Transformation, Wellness

Change Manager

2018 - 2019
Department of Natural Resources, Mining, and Energy
  • Managed the change management implementation on an ICT project and preparation for delivering a digital transformation program.
  • Collaborated with key internal stakeholders and leaders to positively influence, coach, and drive change through effective communication and engagement processes.
  • Implemented a human-centered design approach as a transition enabler to a future state.
  • Led customer analysis, landscape, service requirements, and journey mapping.
  • Designed and delivered benefit requirement workshops with leaders to identify drivers, objectives, benefits, and business changes from implementing new water information systems and business processes.
  • Led a range of face-to-face workshops to assess culture and high-level impacts.
Focus areas: Change Management, Stakeholder Mapping, Stakeholder Engagement, Employee Communication, Workshop Facilitation, Training & Training Content Development, Training Workshops, Marketing Communications (MarCom), Microsoft PowerPoint, Digital Transformation, Human-centered Design (HCD), Change Leadership, Organizational Change Management (OCM), Business & Digital Transformation, Wellness

Project Manager and Learning Designer

2011 - 2017
TAFE Digital
  • Delivered multi-project plans as part of an initial team that launched TAFE's digital transformational online business model.
  • Analyzed emerging education trends, liaising with vendors to provide appropriate technology as part of organizational change for online and learning knowledge systems.
  • Headed and managed multi-disciplinary virtual teams of technical and industry experts to co-design and execute online content work packages with key stakeholders.
  • Led an LMS migration of existing topics to deliver a professional online product with a team of five to redesign learning interfaces and update content ready for market.
  • Headed the design and development of a commercial website for online professional development topics for nurses integrated with an LMS and a team of technical and industry-related experts.
Focus areas: Projects, Educational Platform Design, Private Educational Projects, Online Business, User Experience (UX), User Interface (UI), Scrum, PRINCE2 Project Management, Instructional Design, Training & Training Content Development, Stakeholder Engagement, Communication, Marketing Communications (MarCom), Microsoft PowerPoint

User-centred Designer

2010 - 2011
TAFE NSW
  • Led a user-centered design process to provide various national education commercial products and deliver on users' needs and requirements.
  • Developed a branding and learning interface design for a national federal government initiative – Workplace English Language and Literacy (WELL).
  • Designed learning interfaces and developed content in collaboration with subject matter experts funded under an E-learning Innovations Program.
  • Awarded the TAFE NSW Quality Awards for Teaching and Learning Products and Services.
Focus areas: User Interface (UI), User Empathy, User Experience (UX), Digital Graphics, Online Media, Private Educational Projects, Marketing Communications (MarCom), Microsoft PowerPoint

Program Manager

2007 - 2009
Department of Education, Employment, and Workplace Relations
  • Managed a program delivery of a three-year contract with the federal government's Department of Education, Employment, and Workplace Relations (DEEWR) to deliver flexible and accredited education.
  • Analyzed and identified stakeholder needs, current issues, and a future direction.
  • Designed, developed, and delivered accredited education and learning resources to support behavioral change and future direction for stakeholders.
  • Managed change management, engagement, communication, and training activities to address the diverse cultures of stakeholder groups.
  • Met all financial management and audit reporting to DEEWR and internal stakeholders.
  • Conducted group facilitation, case management, coaching, and resource recruitment and management.
  • Managed all service-level agreements and contracts.
  • Met all tender obligations, deliverables, audit, and financial and reporting requirements throughout the three-year contract.
Focus areas: Learning, Private Educational Projects, Microsoft PowerPoint

Education

2024 - 2025

Master's Degree in Social and Organisational Leadership

Charles Sturt University - Australia

2018 - 2019

Postgraduate Certificate in Organizational Coaching and Leadership

Charles Sturt University - Bathurst, Australia

2016 - 2017

Postgraduate Certificate in Digital Education

Trison Business College - Adelaide, Australia

2015 - 2015

Vocational Diploma in Project Management

TAFE - New South Wales, Australia

2013 - 2014

Vocational Diploma in Interactive Digital Media

TAFE - Australia | Online

Certifications

DECEMBER 2021 - PRESENT

Accredited Health and Wellness Coach

HCANZA

AUGUST 2020 - PRESENT

Certified Organizational Coach

Institute for Executive Coaching and Leadership

JULY 2020 - PRESENT

Prosci Change Management Certification

Prosci

OCTOBER 2019 - PRESENT

Certified Wellness Coach

Wellness Coaching Australia

AUGUST 2018 - PRESENT

APMG International Change Management Practitioner

APMG International

MAY 2018 - PRESENT

Global Leadership Wellbeing Survey Accreditation

GLWS

Skills

Output Software

Microsoft PowerPoint, SharePoint, Jira, Office 365

Data & Analysis Software

Microsoft Dynamics CRM

Industry Expertise

Health & Wellness

Other

Coaching, Change Leadership, Training & Training Content Development, Change Management, Organizational Change Management (OCM), Wellness, Stakeholder Engagement, Marketing Communications (MarCom), Management Consulting, Transformational Leadership, Business & Digital Transformation, Leadership Training, Organizational Development, Executive Coaching, Leadership, Workshop Facilitation, Human-centered Design (HCD), Strategy, Business Transformation, Digital Transformation, PMO, HR/Workforce Transformation, Educational Platform Design, Learning, Capability Build-out, Training Materials, Project Management, Impact Analysis, Impact Assessment, Communication Strategy, Facilitation, Training, Adobe Suite, Microsoft, Miro, Confluence, Business Coaching, Health IT, Psychology & Mental Health, User Empathy, Information & Communications Technology (ICT), Mobile Apps, Customer Analysis, Web Platforms, App Design, Stakeholder Analysis, Communication Design, Employee Communication, Customer Experience, Customer Engagement, Agile Transformation, Agile DevOps, Governance, Stakeholder Mapping, Training Workshops, Digital Media, Digital Communication, Web Design, User Interface (UI), Digital Graphics, Projects, Private Educational Projects, Online Business, User Experience (UX), Scrum, PRINCE2 Project Management, Instructional Design, Communication, Organizational Design, Performance, Performance Optimization, Employee Experience, Retention, Agile Workflow, Travel, Online Media, Business Process Re-engineering, Innovation Capability Development, Team Leadership, HR Transformation

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