Associate Director, Change Management

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

Roles & Responsibilities

• Design and execute an enterprise change management strategy aligned to the Future of Work transformation roadmap, covering people, process, policy and culture dimensions
• Partner with Group Functions and LBUs to complete stakeholder maps, detailed impact assessments, and readiness analyses and personal journeys across impacted entities
• Own the change governance framework, including change risk assessment, adoption KPIs, and stakeholder readiness dashboards presented to senior stakeholders
• Define Change success metrics and monitor adoption KPIs throughout the programme lifecycle

• Lead the end-to-end delivery of core change management artefacts: Change Strategy & Roadmap, Stakeholder Engagement Plan, Communication Plan, Training / Enablement Plan, Resistance Management Plan, Sponsor Roadmap, Reinforcement & Sustainment Plan.
• Maintain a consolidated change plan integrated with programme milestones and benefits realization

• Build trusted relationships with senior leaders, functional heads, and change champions to drive AI adoption and behavioral change
• Define and run a Sponsor Roadmap to ensure visible, active and aligned sponsorship, coach executives on change leadership behaviours and message cascading
• Delivery of executive engagement programmes, including AI literacy workshops and leadership alignment sessions
• Facilitate co-design sessions with business units to embed AI tools into day-to-day workflows, as needed

• Develop clear, compelling change narratives that translate complex AI concepts into business value stories for diverse audiences
• Design and execute multi-channel communication plans (town halls, intranet, video messages) tied to key milestones with structured feedback

• In partnership with HR and L&D, design role-based AI upskilling curricula for executives, managers, and employees.  Create and deploy manager toolkits (talking points, FAQ, demos, adoption checklists) to equip people leaders to lead local change

• Build, train, and govern a cross-market Change Champion Network with clear roles, operating rhythm, recognition mechanisms, and measurable success indicators.
• Equip champions with enablement materials and facilitate community forums to surface insights, strengthen local advocacy, and remove adoption blockers quickly.
• Define enterprise-wide business readiness criteria and acceptance gates; manage change dependencies in partnership with programme and PMO teams to ensure coordinated deployment.
• Lead structured readiness reviews to validate that people‑readiness criteria are met and proactively surface risks and mitigations, ensuring cutover and hyper-care plans fully embed people‑related support and reinforcement activities.
• Conduct structured change risk assessments, identifying resistance hotspots by persona, function, or geography; implement targeted mitigation, issue escalation, and leader‑led interventions.
• Use sentiment data, feedback loops, and behavioral analytics to continuously adapt plans and address concerns early.
• Define and track adoption metrics across personas (awareness, ability, usage, proficiency, advocacy) and link these to business value outcomes such as productivity, quality, experience, and risk reduction.
• Establish adoption baselines, targets, and benefits hypotheses with product/operations owners; execute reinforcement and sustainment activities to ensure adoption sticks beyond go‑live.

• Establish change governance forums and provide regular progress updates, insights, and recommendations to programme leadership and executives
• Document lessons learned; contribute to the enterprise change playbook and reusable assets for future initiatives

• 10+ years of change management experience, with at least 3+ years leading change on large-scale technology or digital transformation programs across multiple geographies
• Demonstrated experience enabling AI, automation, or data-driven (eg. Gen AI/Agentic AI use cases) in transformation initiatives
• Proficiency in structured change methodologies (Prosci/ADKAR, Kotter, McKinsey 7-S, or equivalent) and application of these into practical plans and artefacts
• Strong facilitation, coaching and executive communication skill; proven ability to influence C-suite and navigate complex stakeholder ecosystems.
• Proven ability to work in a matrix organization across multiple geographies and business functions

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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