Change & Communications Manager

About the role

We are seeking a Change & Communications Manager to lead the adoption of AI‑powered customer care across our portfolio of SaaS and PaaS brands. You will be responsible for guiding teams through the transition, ensuring they understand, trust, and embrace new ways of working.

Key responsibilities

• Develop and execute a change‑management strategy for the AI Customer Care programme.
• Assess change impacts, stakeholder needs and readiness across multiple brands.
• Design scalable adoption and enablement approaches while tailoring them to local requirements.
• Identify resistance, address adoption barriers, and create training and enablement materials.
• Gather feedback, monitor progress and continuously adapt the change approach.
• Own stakeholder communications, craft messaging, FAQs and programme updates for senior leaders, managers and frontline teams.
• Build feedback channels, surface concerns and highlight benefits of AI‑powered customer care.
• Collaborate with brand teams to ensure communications remain relevant and aligned with the overall programme.

Required profile

• 2+ years of demonstrable experience in change management and communications.
• Proven track record delivering change activities such as planning, stakeholder engagement, communications, training or adoption.
• Experience in technology, digital or transformation environments and a strong interest in emerging tech.
• Ability to independently develop change frameworks, approaches and materials.
• Excellent communication and stakeholder‑management skills, with the confidence to address concerns while keeping teams aligned.

Required skills