Expert, Change Management

Job Description

Job Purpose

- The job holder supports change management activities (assessing change impact, defining performance's indicators, engaging stakeholders, developing communications plan, survey, tracking progress and reporting performance results).

- The job holder manages communication activities, user support, content development on digital channels and supports users on the implementation of change/adoption.

- The job holder supports the implementation organization of the Bank's culture and core values programs for the Human Resource Division

Key Accountabilities (1)

A. Change Management Support

- Conduct change impact assessment and stakeholder analysis (for internal and external stakeholders).

- Developed change management plans.

- Engage and support stakeholders through change implementation.

- Develop and implement communication plans and track progress.

- Evaluate and report on performance results / efficiency of communication and transformation change implementation activities.

- Support design, planning, pilot preparation and implementation of initiatives.

- Prepare reports for discussions and updates on transformation initiatives.

- Prepare requirement specifications from customer journeys and define needs

Key Accountabilities (2)

B. User Support và Communication Collaterals

- Develop and manage user manuals / guidelines, materials, customer support scripts.

- Partner with feature development teams to design and develop digital user experience, plan and develop useful, usable content including instructional text, error and confirmation messages.

- Translate complex concepts into easy-to-understand interactive experiences to support online users to complete interactions smoothly and effectively.

- Create and manage content on digital channels for new features.

- Create, edit and manage content for communication campaigns.

- Actively research, collect information, update new market trends to develop new content strategy.

- Conduct surveys, collect, manage customer feedback, propose solutions to provide improved support to users.

Job Requirement

Success Profile - Qualification and Experiences

Domain Expertise

- More than 07 years of experience in the same field.

- Demonstrated experience supporting change management strategies and plans

- Superior writing, editing, and proofreading skills in English and Vietnamese languages

- Experience planning for and developing useful and usable content

- Experience supporting project management and organizational change projects

- Demonstrated experience creating online/digital content and executing on content strategy within the interactive space

- Demonstrated experience developing web/app content

- Demonstrated experience translating complex concepts into easy-to-understand interactive experiences to support online users

- Knowledgeable on digital technology

Qualifications

- Bachelor's degree in Communication, Technology

- Professional change certification in PROSCI / ADKAR will be advantageous

- English proficiency requirements are pursuant to Techcombank's policy.