Expert, Change Management

1. Job Purpose
The job holder supports change management activities (assessing change impact, defining performance'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's culture and core values programs for the Human Resource Division
2. Key Accountabilities
A. Change Management Support
- Conduct change impact assessment and stakeholder analysis (for internal and external stakeholders).
- Develop and implement communication plans and track progress.
- Engage and support stakeholders through change implementation.
- Evaluate and report on performance results / efficiency of communication and transformation change implementation activities.
- Developed change management plans.
- Support design, planning, pilot preparation and implementation of initiatives.
- Prepare reports for discussions and updates on transformation initiatives.
- Prepare requirement specifications from customer journeys and define needs
B. User Support và Communication Collaterals
- Partner with feature development teams to design and develop digital user experience, plan and develop useful, usable content including instructionaltext, error and confirmation messages.
- Develop and manage user manuals / guidelines, materials, customer support scripts.
- Create, edit and manage content for communication campaigns.
- Actively research, collect information, update new market trends to develop new content strategy.
- Translate complex concepts into easy-to-understand interactive experiences to support online users to complete interactions smoothly and effectively.
- Create and manage content on digital channels for new features.
- Conduct surveys, collect, manage customer feedback, propose solutions to provide improved support to users.

13 months salary/year and with a performance bonus
,#Join Techcombank Care with Bao Viet insurance package
,#Participate in many annual activities such as Team building, Active Saturday off, Year-end party,

Digital Content Marketing, User Support, Content Strategy, Digital Development, Digital Technology