Communications Lead

Role purpose

Owns the user communications, business change and adoption layer of the EUX Transformation. Plans and executes the user journey from Awareness through to Retention, ensuring migration touch points are minimised and adoption is sustained.

Key responsibilities

• Build the programme communications plan aligned to the User Journey (Awareness · Consideration · Acquisition · Service · Retention).
• Author corporate comms, signage, demos, training collateral, IT Store content and town hall material.
• Coordinate with Customer internal communications to align messaging, branding and cadence.
• Design and run user-engagement forums, advocacy networks and persona-led adoption campaigns.
• Measure adoption metrics - engagement, self-service uptake, sentiment - and feed back into the plan.
  
  

Required experience and qualifications

• Minimum 5 years in business change / communications / adoption roles on technology transformation programmes.
• Demonstrable success leading user comms on at least one EUC or digital workplace transformation at scale.
• Good copywriting and visual communication skills; experience with Sharepoint, M365, Viva Engage, Teams.
• Demonstrable delivery experience in a regulated industry - financial services, government, pharmaceuticals, energy or similar - including familiarity with change control, audit and compliance constraints.
• Experience working in a large, geographically distributed global organisation, comfortable operating across multiple time zones and cultural contexts.
• Experience working within a globally distributed team, collaborating effectively across multiple time zones and cultural contexts.
• Excellent written and verbal communication skills; able to engage with senior stakeholders and translate technical detail for non-technical audiences.
• Comfortable working in a hybrid client/partner team with clear ownership boundaries.
  
  

Technical skills

• Programme governance frameworks - Steering Committee, Architecture Review Boards, Change Advisory Boards.
• Integrated planning and reporting tooling - Microsoft Project, Smartsheet, JIRA, Confluence, Power BI.
• RAID, dependency and critical-path management at programme scale.
• Service transition and operational integration aligned to ITIL v4 / ITSM frameworks.
  
  

Desirable

• Banking or finance experience.
• Experience in role, delivering complex, global End User transformation in a regulated industry.
• Prosci ADKAR or equivalent change management certification.
  

Charles, Lau Ngie Hao License No.: 02C3423 Personnel Registration No.: R1656741

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