Communications/Change Manager

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Communications/Change Manager

We are actively looking to secure a Communications Manager to join Experis as one of our expert consultants, delivering services to our clients.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

Role Brief:

To develop the change communication plan for the operational changes and CX Platform generally across the account

Key Responsibilities:

The team need a communications / business change consultant to support the following deliverables on a customer experience project

* Clearly defining aim/goal of the comms

* Stakeholder mapping, establishing if there are any areas of the business/groups of people we need to segment and communicate with differently. Note impact assessment has already been done and we are dealing with comms already for those directly impacted by the changes, this deliverable is for the wider community.

* Understanding current communication mechanisms/channels. (e.g. intranet, newsletters etc)

* Research into innovative/new mechanisms of communication within the account - what would be welcomed and permitted etc

* Create a Communication Plan with example templates, estimates (cost/resources/time)

* To work with the CX Capability team to define the communications required for CX changes made within the CX Platform by the squads i.e. how do the squads communicate day-to-day changes they make to customer experiences to operations etc. There is already as baseline for this - more about consolidating existing material, assuring and documenting the approach.

* Based on existing WebOps comms format- showcase/newsletter approach

* Essentially downloading this information from the CX Capability team, bringing together, documenting and assuring the approach

* Creating a communication plan with example templates, estimates (cost/resources/time)

* Ensuring consistency with wider communication plan

* Execution of the plans generated in the previous two deliverables

* Constant maintenance and evolution of the communication plan

* Executing the communication plans, managing additional resource (e.g. Designers) as appropriate.

* Building up FAQs

* Handover of any continuing comms responsibilities

Experience:

* Experience of developing and delivering business change and supporting communications plans

* Ideally have experience of CX technology rollouts and operational model change experience.

* Strong stakeholder management

Interested candidates should submit their CV in the first instance. For more information, please contact Gemma Grayson via