Change Management Lead
Job title: Change Management Lead
Location: Waterside, London, UK
Work mode: Hybrid
Skills: Change Management, Stakeholder Management, aviation, hospitality, crew operations, or travel domain preferred.
Certifications: PROSCI / Change Management certification
Role Purpose:
Lead the change management workstream for the Hotels 2030 programme, ensuring successful communication, training, stakeholder engagement, and adoption of the crew application across business users and operational teams.
Key Responsibilities:
Change Strategy & Planning
- Define and execute the end-to-end change management strategy for the Hotels 2030 programme
- Conduct change impact assessments across business functions and user groups
- Develop stakeholder engagement and business readiness plans
- Identify change risks and mitigation actions
Communications
- Create and manage communication plans aligned to programme milestones
- Develop executive, operational, and end-user messaging
- Coordinate newsletters, townhalls, FAQs, leadership updates, and awareness campaigns
- Ensure consistent communication across markets and teams
Training & Enablement
- Define training strategy and learning approach
- Develop training materials, user guides, quick reference guides, and e-learning content
- Coordinate training delivery sessions and train-the-trainer activities
- Track training completion and effectiveness
Adoption & Business Readiness
- Drive user adoption and engagement activities
- Establish adoption KPIs and reporting dashboards
- Conduct readiness assessments prior to go-live
- Support hypercare activities and user feedback management post-launch
Stakeholder Management
- Engage with programme leadership, operations teams, HR, IT, and business stakeholders
- Act as the primary change management contact for the programme
- Facilitate workshops and alignment sessions
Required Experience:
- 8+ years of experience in Change Management / Transformation programmes
- Experience in digital transformation and enterprise application rollouts
- Strong communication and stakeholder management skills
- Experience managing training and adoption at scale
- Familiarity with Agile delivery environments
- Experience in aviation, hospitality, crew operations, or travel domain preferred
Preferred Skills:
- PROSCI / Change Management certification
- Experience with collaboration tools such as JIRA, Confluence, Miro, SharePoint
- Data-driven adoption and engagement reporting
- Strong presentation and workshop facilitation skills
Deliverables:
- Change strategy and roadmap
- Communication calendar and assets
- Training plan and training materials
- Adoption dashboards and readiness reports
- Hypercare support plan