Change Management is a constant ongoing process that requires diligent rigorous efforts to best prepare Service Specialists, Advisors and Advocates for all changes that may impact incoming service inquires. In this role, you will serve as a consultant on those impacts and help guide changes from development to execution with the Employee Experience Help organization

As the Program Planning Associate, you will evaluate proposed changes to best determine impacts and readiness needs to Employee Experience Help Specialists, Advisors and Advocates; as well as their customers. You will be critical to maintaining service and operational excellence, mitigating risks, and driving thoughtful change across the EX Help organization. You will collaborate with the Employee Experience Help team, Product, Change Readiness, Learning, Reporting, Quality, CSAT, Scorecard, and other key stakeholders to identify risks, controls, requirements, reporting and contribute to continuous improvement across changes to the EX Help business.

Job responsibilities

• Engage with Product Owners and other stakeholders driving change to understand goals, milestones, and requirements, and assess and document the impacts on the business.
• Assist in planning and implementing changes throughout the readiness timeline to optimally prepare the business for future states.
• Collaborate with EX Help, Readiness, Product, Learning, Controls, Quality, CSAT, Scorecard, and other cross-functional teams to support change readiness needs.
• Negotiate the timing and prioritization of various changes within the environment, consistently advocating for the specialist and employee experience.
• Develop, implement, and oversee change plans to address identified business readiness requirements, ensuring timely, cost-effective, and quality solutions that meet organizational standards.
• Assist in developing and implementing monitoring systems and associated KPIs to track the efficiency and effectiveness of changes across the business.
• Prepare reports on change initiatives and provide recommendations for senior leadership.
• Evaluate the impact of new processes, systems, and/or technology enhancements on existing change management processes, and recommend adjustments to mitigate risks and address gaps as they arise.

Required qualifications, capabilities and skills

• Bachelor’s degree in Business Administration, Risk Management, Operations Management, or a related field.
• Over 5 years of experience in service/operations management, risk management, and/or process improvement.
• Basic understanding of industry standards, project management, AGILE methodologies, and best practices in readiness and change management.
• Familiarity with internal service and operations management processes.
• Strong analytical and problem-solving abilities.
• Experience with process improvement methodologies is advantageous.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Proven ability to negotiate and prioritize tasks across various teams and leadership levels, while maintaining a focus on specialist and employee experience.
• Capable of managing multiple priorities in a fast-paced environment and delivering timely results.
• Strong ethical standards and integrity.
• Ability to work collaboratively and support organizational change initiatives.