Job Description

Key roles and responsibilities

As the Business change and adoption lead, you will have a number of challenging responsibilities including:

Engagement:

• Work with the programme team to align on the "case for change", the "Why", "What" and "how"
• Engage with senior stakeholders to articulate the programme vision and end state
• Storytelling and ability to manage senior stakeholders through the deployment timelines
• Create and execute a plan of engaging the regional leads to drive local transformations
• Build and develop a sponsor coalition and a change network who embrace the change and help their colleagues to do the same
• Define the change and adoption approach for the digital transformation
• Ability to pre-empt resistance and manage their reduction

Adoption responsibilities

• Define the KPIs which determine success and benchmark what good looks, considering lead and lag indicators for success
• Report against these metrics to the programme team and create targeted action plans for areas in need of more support
• Manage and monitor deployments and their success, implementing action plans and mitigations

User Experience Research

• Identify the need for user research and the key personas needed to be engaged
• Turn research findings into tangible outputs, whether training assets, targeted communication or more focussed business engagement

Marketing and branding

• Ability to visualise, imagine and think beyond existing ways of working
• Develop innovative and fun ways to introduce the product using concepts from marketing and branding
• Create eye catching content, be bold and brave in trying out new ideas, colours, concepts
• Ability to use in-house social media channels to promote campaigns
• Run a hybrid mix of digital and face to face customer contact sessions to excite and educate
• Explore the use of AI to introduce cutting edge marketing and branding thinking

Training

• Lead the creation of a range of training channels and content, and ensure the business is set-up to embrace the change. From self-led, classroom-based to on-demand learning, byte sized and gamification we need to cater for all kinds of behavioural learning preferences

Communications

• Create a multi channel, flexible and scalable communication approach, identifying key messages, communications channels and finding the balance between end-user scale and end-user impact

Programme & People Leadership, Problem solving

• Work closely with programme team and market leadership teams to agree deployment timelines, sequencing, inclusions and exclusions
• Attend regular stand-ups, be responsive, prompt and collaborative in approach
• Anticipate and remove roadblocks to delivery. Ask questions when you do not understand, take ownership of problems and escalate when needed (remaining calm, knowing when to escalate, escalates with possible solutions)
• Manage Risks and Issues through appropriate tracking and involving key members of the programme/project team as appropriate.
• Develops communication and reporting strategy, coordinates between project teams for progress reviews, key decisions, documentation and approvals.
• Proactively and effectively manages own time and workload, advocates to team the importance of project pace to achieve successful delivery
• Keeps focus on the medium and long term goals and the Group's values particularly when under short term pressure

Knowledge

• Change management expertise - In depth appreciation of human-centric change, how to make change happen, story telling
• Ability to see stories beyond numbers, comfort with large data sets and distilling key information / messaging from complex data
• High level understanding project management methodologies and tools
• Understanding of banking / and understanding of how change drives benefits for , its customers and other stakeholders

Experience

• Experience of managing change within a global digital transformation programme
• Experience of working in a banking environment, matrix organisation and change projects
• Evidence of strong communication and influencing skills
• Good verbal and written communication skills

Capabilities

• Grit, resilience and ability to push through and complete the job at pace
• Resourceful, build partnerships, trusted relationships and managing resistance
• Change management, storytelling, stakeholder engagement
• Content creation, disruptive marketing, use of social media for promotions / campaigns, basics of brandings
• Use of AI to drive product adoption, customer reach, innovative campaigns, use cases and adoption analytics
• Dealing with ambiguity and structured thinking / analytical skills
• Independent decision Making
• Leading self and Others
• Critical thinking, analytical and problem-solving skills

GCS is acting as an Employment Business in relation to this vacancy.