Change & Engagement Lead

prosource.it is a global IT Managed Service provider working with Medium to Enterprise level, global clients and looking for a Change & Engagement Lead who is interested in joining a global, enterprise level team who are delivering technical solutions to our internal business partners to drive processes and meet business requirements.

We understand that we need exceptional talent to accomplish our mission - therefore we place great emphasis on the people component of IT, and we strive constantly to attract, develop, and retain the best people. We cultivate an ethos and environment within which our people are focused, nurtured, and continually challenged to develop and improve their competencies in a fun and rewarding culture.

Requirements

We are looking to hire a skilled Change & Engagement Lead to join an established team that supports one of our major oil and gas customers.

As Change & Engagement Lead you will drive effective change adoption and customer engagement to minimize business disruption during times of digital change and transformation. You will relish working in a highly dynamic and fast-changing environment, as part of a wider team of change leads.

This role will focus on digital workplace technologies to support both office and remote working including communication, collaboration, productivity, and workflow.

KEY ACCOUNTABILITIES:

Change strategies and approach

• You will use your proven change expertise to design and develop change management strategies and approaches for enterprise technology change initiatives.
• You will review planned change management activities across digital products and services, advising on their likely effectiveness and recommending alternative approaches where appropriate.
• You will implement best practice change and engagement tools and methodologies to support Agile working and leverage and nurture networks of change agents as required.

Change planning and implementation

• You will develop robust business change and customer engagement plans and artefacts to enable successful transition and implementation.
• You will ensure that the change management plans are effective and fully embedded into overarching delivery plans.
• You will support the product and delivery teams throughout the change lifecycle and ensure that risks and issues are addressed at the outset to minimize disruption to the customers.

Change impact assessments and remediation

• You will identify impacted customer groups, clarify risks and dependencies arising from anticipated changes over time; to ensure that change impacts on individual customer groups are realistic and manageable.
• You will work with product and delivery teams to clarify the change impacts arising from their activities and help them identify effective change tactics to drive rapid adoption and minimize disruption.
• You will design and implement processes in support of understanding and articulating customer sentiment and bring together narratives and recommend ways to address any gaps and risks.

Engagement plans and content development

• You will use your proven engagement expertise to develop engagement strategies, plans and content in support of end-user impacting changes.
• You will develop content which is simple to understand, creative, and memorable, utilizing a wide variety of engagement channels to promote adoption.
• You will proactively manage content across channels to maximize impact, relevance and understanding.

Customer measurements and feedback

• You will define user engagement metrics to drive and track adoption using effective analytics.
• You will build and run customer surveys to monitor and evaluate sentiment and analyze the results.
• You will track the sentiment of key customer groups and provide regular updates to the product and delivery teams.

Stakeholder management

• You will have the ability to collaborate with senior customers and stakeholders to influence delivery outcomes and product roadmaps.
• You will adapt to different working styles and build strong relationships with product and delivery teams, and key ‘change agent’ groups.

REQUIREMENTS:

• Strong track record of developing engagement content to raise awareness and understanding of transformational change activities.
• Strong written, presentational, and listening skills with the ability to craft communications, where required, proficient at interviewing partners and crafting questionnaires.
• Highly articulate with strong attention to detail and good at distilling key