Strategic Communications & Change Manager
 JLL | |
 United States, Washington, Seattle | |
 Nov 13, 2024 | |
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The Strategic Communications & Change Manager is responsible for the creation, curation, and implementation of communication and change management strategies to support the organization's products, services, and internal processes. This role serves as a key consultant to product, program and initiative teams ensuring clear and effective communication and resources are provided throughout the change process to ensure end user adoption. This role requires a unique blend of technical expertise, strong written communication skills, change management skills, and content development capabilities to effectively translate complex information into easily understandable, user-friendly content for a diverse audience, including customers, partners, and internal teams.
Key Responsibilities: Communications:Collaborate with cross-functional teams to gather and synthesize technical information, understand product requirements, identify the needs of the target audience, and translate concepts into accessible messaging. Manage editorial planning, production and distribution of a variety of communication materials (emails, presentations, videos, online content, etc.). Establish the structure, organization and templates to allow teams to develop and produce necessary communication to support initiatives in a logical and intuitive manner, using plain language, consistent terminology, and appropriate formatting to enhance readability and usability. Partner with the Global Services Delivery and Tech Success leads to establish communication expectations that enable teams to update and maintain documentation to reflect product changes, improvements, and new features. Facilitate interactive workshops and training sessions to build communication capabilities within the team. Change Management:Leverage the client's organizational change management principles, best practices, and resources to guide teams to develop and execute change management activities to ensure successful end user adoption. Develop change management resources, templates, artifacts, and provide coaching and training to enable teams to integrate change management activities within product, program, and initiatives. Collaborate with Global Services Delivery and Tech Success leads to monitor employee sentiment and feedback during periods of change and provide recommendations to address questions, concerns, and resistance. Facilitate interactive workshops and training sessions to build change management capabilities within the team. Content Lifecycle Management:Provide consultation to identify appropriate technical documentation based on initiative by providing tools, templates and resources that enable teams to develop technical documentation to support the technology and end user experience. Monitor content performance and usage metrics to identify areas for improvement and optimization in partnership with the Global Services Delivery and Tech Success leads. Establish audit process in partnership with the Global Services Delivery and Tech Success leads to ensure documentation is updated on a consistent cadence and aligned to the product and program expectations. Coordinate with and the client's translation teams to understand & apply translation where appropriate. Collaborate with Technology, Assets and Support team to understand and apply contractual obligations to resource documentation and coordinate expectations with Global Services Delivery and Tech Success leads. Facilitate interactive workshops and training sessions to build technical documentation capabilities within the team. Required Qualifications: Bachelor's degree in a relevant field such as technical writing, English, journalism, or Bachelor of Arts degree 5+ years of experience in business analysis, change management, and/or internal communications with a proven track record of creating and managing high-quality technical documentation Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and concise manner Proficiency in using various content management tools and software Strong attention to detail and proofreading skills, ensuring the accuracy and consistency of technical content Collaborative mindset, with the ability to work effectively with cross-functional teams Strong project management skills with the ability to coordinate multiple deliverables and stakeholders Preferred Qualifications: Master's degree in technical communication, content strategy, or a related field Experience in the software, hardware, or technology industry, with a deep understanding of the corresponding technical domains Familiarity with change management frameworks and methodologies (e.g., ADKAR, Prosci) Familiarity with agile software development methodologies and the ability to integrate documentation into the development process Familiarity with the corporate real estate lifecycle. Expertise in content management systems, version control, and collaboration tools Strong problem-solving and critical thinking skills, with the ability to identify and address content gaps or challenges Proven track record of improving the overall quality, usability, and accessibility of technical content Experience in user experience (UX) design or content strategy, with the ability to create user-centric documentation | |