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