Job description 

In this role, you will be accountable to lead the change strategy for our new technology deployment including the one dedicated to our digital Client Experience (dCX) and Customer Experience (CX) transformation, in partnership with the executive leadership team and functions including PMO, program management, marketing, commercial, project management, quality, IT and legal. The incumbent will manage change by providing the business with an understanding the impacts of all change, driven externally or internally, on the business architecture, assigning delivery of change to operational teams and prioritizing across the entire portfolio of change within the business.

Change Management responsibilities

• Manage and lead change management programs for our CMO - digital Client Experience (dCX) and Customer Experience (CX) transformation
• Lead organizational change management work streams with a structured methodology / process
• Manage and support cross functional team across multiple geography to orchestrate and deliver successful change program on time and on budget by increasing employee adoption and usage
• Define, develop, and execute change strategies / plans as per the business requirements
• Facilitate leadership alignment workshops to clarify business transformation vision and scope, case for change, and program governance model
• Evaluate the change impact and organization readiness to identify and mitigate potential risks
• Identify and define benefits as part of change program
• Create communication and stakeholder engagement plans to enable smooth implementation of the change strategy
• Install and manage the change agent network
• Prepare and manage the implementation of training strategies and plans (consist of delivery plan and methods, environments, tools and scheduling)
• Support development of communications relevant to change initiatives (establish change corners, roadshow artefacts, newsletters etc.)
• Define success metrics and measure performance against different change initiatives
• Support organizational design interventions and define roles and responsibilities
• Create and maintain user personas and journey maps

Skills and attributes for success

• Excellent written, oral and presentation skills, including business narratives and storytelling
• Excellent stakeholder engagement skills
• Strong facilitation skills with senior stakeholders to drive decisions and consensus
• Understanding of functional processes such as IT, HR, Finance and transformations of these processes
• Strong MS Office skills – particularly, to develop engaging presentations
• Significant experience in leading transformations and strategic initiatives, and leveraging consulting skills, project and change management as key enablers
• Ability to work with teams across cultures, geographies and organizational ranks
• Analytical judgment and decision-making ability along with critical thinking skills
• Willingness to conduct multi time zone meetings outside of local business hours, if required

What will make you eligible for this role?

• MBA or equivalent advanced education 
• 8+ Years of organizational change management relevant experience
• Experience of managing workstreams / project initiatives in large scale, complex transformations
• Proven ability to guide, lead and coach client leadership / project teams across the lifecycle of complex programs and strategic initiatives
• Experience of managing senior stakeholder relationships
• Being hands on with delivering impact assessments, training and communications
• Awareness and experience of leveraging technology as enablers