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Job Description
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Under the direction of the Customer Communications Manager, this position develops and executes strategic communication and change management initiatives that support customer transformation, technology implementations, operational improvements, and employee engagement efforts. The role partners closely with project teams, business leaders, training teams, and stakeholders to ensure employees and customers are informed, prepared, and supported through organizational and business changes.
The position is responsible for developing communication strategies, conducting stakeholder engagement activities, supporting organizational readiness efforts, creating communications across multiple channels, gathering and analyzing feedback, and measuring communication effectiveness. This role serves as a trusted advisor to project teams and business partners, ensuring communications are aligned, coordinated, and audience focused.
Primary Responsibilities
• Strategic Communications & Change Management
o Develop and execute communication and change management plans supporting customer, operational, technology, and enterprise transformation initiatives.
o Conduct stakeholder assessments and support change impact identification activities.
o Partner with project teams to identify communication needs, risks, dependencies, and mitigation strategies.
o Create communication strategies that support employee awareness, readiness, adoption, and engagement.
• Communications Planning & Execution
o Develop communications for employees, leaders, customers, and external stakeholders across multiple channels, including email, intranet, SharePoint, social media, presentations, web content, and print materials.
o Create executive communications, leader talking points, FAQs, communications toolkits, change champion resources, and employee readiness materials.
o Manage communication calendars and communication plans to ensure consistent messaging and coordination across initiatives.
o Ensure messaging is audience-focused, clear, timely, and aligned with organizational objectives.
• Stakeholder Consultation & Partnership
o Serve as a communications and change management consultant to business partners and project teams.
o Build strong relationships with leaders, subject matter experts, operational teams, training teams, and external partners.
o Facilitate stakeholder discussions to gather requirements, identify concerns, and develop effective communication approaches.
o Support leadership engagement and change champion activities to strengthen awareness and adoption.
• Employee Engagement & Organizational Readiness
o Support employee engagement initiatives through targeted communications and feedback mechanisms.
o Coordinate readiness activities, surveys, listening sessions, and feedback collection efforts.
o Analyze employee feedback and engagement data to identify trends, risks, and improvement opportunities.
o Champion change readiness and technology adoption through proven communication and engagement practices.
• Measurement & Continuous Improvement
o Develop reports and dashboards to evaluate communication effectiveness, stakeholder engagement, and adoption efforts.
o Monitor communication metrics and stakeholder feedback to continuously improve communication strategies.
o Recommend process improvements, communication enhancements, and new engagement opportunities.
o Support lessons learned and continuous improvement activities across projects and programs.
• Event & Meeting Support
o Support leadership meetings, employee forums, town halls, stakeholder briefings, and change champion network activities.
o Coordinate messaging, presentation content, and supporting materials for meetings and events.
o Facilitate discussions and presentations as needed.
• Organizational & Team Support
o Maintain communication systems, SharePoint sites, collaboration tools, and communication repositories.
o Promote a culture of collaboration, continuous improvement, safety, inclusion, and employee engagement.
o Ensure communications reflect company brand standards, values, and objectives.
Basic Qualifications
• Strategic Communications & Change Management
o Develop and execute communication and change management plans supporting customer, operational, technology, and enterprise transformation initiatives.
o Conduct stakeholder assessments and support change impact identification activities.
o Partner with project teams to identify communication needs, risks, dependencies, and mitigation strategies.
o Create communication strategies that support employee awareness, readiness, adoption, and engagement.
• Communications Planning & Execution
o Develop communications for employees, leaders, customers, and external stakeholders across multiple channels, including email, intranet, SharePoint, social media, presentations, web content, and print materials.
o Create executive communications, leader talking points, FAQs, communications toolkits, change champion resources, and employee readiness materials.
o Manage communication calendars and communication plans to ensure consistent messaging and coordination across initiatives.
o Ensure messaging is audience-focused, clear, timely, and aligned with organizational objectives.
• Stakeholder Consultation & Partnership
o Serve as a communications and change management consultant to business partners and project teams.
o Build strong relationships with leaders, subject matter experts, operational teams, training teams, and external partners.
o Facilitate stakeholder discussions to gather requirements, identify concerns, and develop effective communication approaches.
o Support leadership engagement and change champion activities to strengthen awareness and adoption.
• Employee Engagement & Organizational Readiness
o Support employee engagement initiatives through targeted communications and feedback mechanisms.
o Coordinate readiness activities, surveys, listening sessions, and feedback collection efforts.
o Analyze employee feedback and engagement data to identify trends, risks, and improvement opportunities.
o Champion change readiness and technology adoption through proven communication and engagement practices.
• Measurement & Continuous Improvement
o Develop reports and dashboards to evaluate communication effectiveness, stakeholder engagement, and adoption efforts.
o Monitor communication metrics and stakeholder feedback to continuously improve communication strategies.
o Recommend process improvements, communication enhancements, and new engagement opportunities.
o Support lessons learned and continuous improvement activities across projects and programs.
• Event & Meeting Support
o Support leadership meetings, employee forums, town halls, stakeholder briefings, and change champion network activities.
o Coordinate messaging, presentation content, and supporting materials for meetings and events.
o Facilitate discussions and presentations as needed.
• Organizational & Team Support
o Maintain communication systems, SharePoint sites, collaboration tools, and communication repositories.
o Promote a culture of collaboration, continuous improvement, safety, inclusion, and employee engagement.
o Ensure communications reflect company brand standards, values, and objectives.
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