Job Purpose
• The job holder supports change management activities (assessing change impact, defining performance&039;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&039;s culture and core values programs for the Human Resource Division.
Key Accountabilities
Change Management Support
• Engage and support stakeholders through change implementation.
• Support design, planning, pilot preparation and implementation of initiatives.
• Developed change management plans.
• Develop and implement communication plans and track progress.
• Prepare requirement specifications from customer journeys and define needs.
• Prepare reports for discussions and updates on transformation initiatives.
• Conduct change impact assessment and stakeholder analysis (for internal and external stakeholders).
• Evaluate and report on performance results / efficiency of communication and transformation change implementation activities.
User Support và Communication Collaterals
• Create, edit and manage content for communication campaigns.
• Create and manage content on digital channels for new features.
• 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.
• Actively research, collect information, update new market trends to develop new content strategy.
• Develop and manage user manuals / guidelines, materials, customer support scripts.
• Conduct surveys, collect, manage customer feedback, propose solutions to provide improved support to users.
