Communications Lead

Role Purpose

The Communications Lead is responsible for managing user communications, business change, and adoption aspects within the End User Experience (EUX) Transformation program. This role involves planning and executing the entire user journey from Awareness to Retention, focusing on minimizing migration impact and sustaining long-term adoption.

Key Responsibilities

• Develop a comprehensive communications strategy aligned with the user lifecycle phases: Awareness, Consideration, Acquisition, Service, and Retention.
• Create diverse communication assets including corporate communications, signage, demonstrations, training materials, IT Store content, and town hall presentations.
• Collaborate with internal Customer communications to ensure consistency in messaging, branding, and scheduling.
• Organize and facilitate user engagement activities such as forums, advocacy groups, and targeted adoption campaigns based on user personas.
• Track and analyze adoption metrics like engagement levels, self-service usage, and user sentiment to refine communication plans continuously.

Required Experience and Qualifications

• At least 5 years’ experience in roles involving business change, communications, or adoption within technology transformation initiatives.
• Proven track record of leading user communications for large-scale End User Computing (EUC) or digital workplace transformations.
• Strong skills in copywriting and visual communication; proficient with SharePoint, Microsoft 365, Viva Engage, and Teams.
• Experience delivering projects within regulated sectors such as financial services, government, pharmaceuticals, or energy, with knowledge of change control, audit, and compliance processes.
• Comfortable working in a large global organization distributed across various time zones and cultural environments.
• Skilled in collaborating with worldwide teams and managing cross-cultural dynamics effectively.
• Exceptional written and verbal communication capabilities suitable for senior stakeholders and capable of simplifying technical concepts for non-technical audiences.
• Able to operate effectively in a hybrid client-partner team environment with well-defined responsibilities.

Technical Skills

• Experience with programme governance structures including Steering Committees, Architecture Review Boards, and Change Advisory Boards.
• Proficiency in integrated planning and reporting tools such as Microsoft Project, Smartsheet, JIRA, Confluence, and Power BI.
• Expertise in managing RAID logs, dependencies, and critical path activities on large-scale programmes.
• Knowledge of service transition and operational integration following ITIL v4 / ITSM standards.

Desirable Attributes

• Background in banking or financial sectors.
• Prior involvement in complex, global End User transformations within regulated industries.
• Certification in Prosci ADKAR or an equivalent change management framework.