Change and Communication Lead

Change and Communication Lead required to complete communications, adoption and change management (CACM) for a variety of technology change programs, tools and services.

Key responsibilities

Own the end-to-end CACM approach for the company's contact center migration from Serenova to Amazon Connect, from strategic planning through to tactical delivery. This program will run throughout 2023, impacting 15+ business units and 6000+ agents.

As change and communications lead, you will:

• Win hearts and minds: secure the necessary buy-in from stakeholders to make the change a success. Establish a program communication structure that keeps stakeholders and impacted employees informed and engaged around the change.
• Enable and inspire: stand up a network of contact center champions (operational managers) to support their teams and lead them to new ways of working.
• Protect the business through change: deliver targeted countdown communications to ensure impacted users are well prepared and productivity is not impacted by the change.
• Lead end user adoption - coordinating demos, training and any 'white glove' support to ensure long-term success.

Workplace technology optimization

You will also support the implementation of new workplace tools and services, from a new office space booking system to replacement printing services.

Skills and experience required

• 5+ years of experience in communications, adoption and change management, with a focus technology change programs.
• Strong interpersonal skills to work successfully with a wide range of stakeholders and teams.
• UX-led approach to comms - includes ability to translate technical language and training materials into clear, concise and engaging content.
• Confidence delivering briefings and demos.
• Genuinely collaborative - we're looking for a team player with a hands on approach and a positive attitude!

Day rate: Market rate/outside IR35

Start date: ASAP