Ian Martin - Salt Lake City, UT
posted about 1 month ago
The Specialist - Operational Change Management and Business Readiness will play a crucial role in the integration of Customer Care processes following recent utility acquisitions in the United States, specifically in Ohio and Utah. This position is a full-time, 24-month contract based in Salt Lake City, Utah, with a hybrid work model. The primary responsibility of the Specialist is to implement change initiatives across the organization, ensuring that these changes align with business objectives while minimizing operational disruptions. The Specialist will collaborate closely with senior leaders, project managers, and various stakeholders to facilitate the successful adoption and sustainability of these changes. In this role, the Specialist will develop and implement comprehensive change management plans and strategies for the USUI project. This includes areas such as process improvement, system implementation, organizational restructuring, and culture transformation. The Specialist will conduct change impact assessments and stakeholder analyses to identify the needs, risks, and readiness of affected groups and individuals. They will also design and deliver change interventions, including communication, training, coaching, and reinforcement, to facilitate transitions and enhance acceptance and adoption of change. Monitoring and evaluating the effectiveness of change activities will be a key responsibility, with the Specialist providing feedback and recommendations for improvement. Establishing and maintaining effective relationships with senior leaders and acting as a trusted advisor and change champion will be essential. Additionally, the Specialist will contribute to the development and enhancement of the change management framework, methodology, tools, and best practices. They will also identify post-transition opportunities to enhance the Customer Experience and work with business and functional leaders to prioritize critical aspects of the change process. The role requires leveraging expertise in the Customer Care field to assess and recommend solutions related to processes, people, and technology. The Specialist will also develop content for a Change Champion network to ensure early engagement with participants, equipping them with training materials to improve project awareness and support implementation during the final stages.