About The Role:
We are customer-obsessed in Global Operations & Service at Navan, and are always looking for ways to optimize the Travel & Expense customer experience at every step. Whether delivering exceptional service or supporting the people, systems, and processes that do, we move fast to innovate and stay agile in our dynamic industry. The Centre of Excellence within Global Operations houses a variety of teams, all focused on enabling success for our GOS colleagues.
The Change Manager sits within the GOS Centre of Excellence, and is responsible for engaging internal GOS colleagues to effectively adopt changes that impact them. Essentially, making change enablement as seamless as possible from a people perspective to minimize disruption, so that our teams can continue focusing on their day-to-day tasks as much as possible. In this capacity, you will ensure that regardless of the initiative—be it product-led, project-based, or organizational—the GOS team is fully equipped to embrace change, ultimately driving robust adoption and high levels of engagement. This includes leading and/or supporting end-to-end change management initiatives of all sizes, and timelines. This individual will have an interest in developing bespoke change plans that creatively inspire engagement. Whether the project is product-, industry-, or people-led, their focus is always on activating and engaging our audience to contribute to a culture of change resiliency. They will flex with ease to cross-functionally collaborate, manage concurrent projects and bring structure to ambiguity. Whether as a trusted advisor or practitioner, they understand the role they play in enabling exceptional customer experiences and influence others to do the same.
What You’ll Do:
- Manage intake: Proactively lead the analysis and impact assessment of incoming change requests.
- Make connections: Build relationships and collaborate across teams and departments to ensure deep understanding of changes and their impact on GOS colleagues.
- Build bespoke change plans: Develop unique and robust plans to implement changes of all types and timeframes using your wealth of experience.
- Communicate effectively: Create and deliver effective change communications using multiple channels and methods for a variety of stakeholders.
- Support change delivery: You’ll flex with ease into various change management roles based on the needs of the project, from advisor to manager to practitioner.
- Communicate with data: Gather and analyze data (both qualitative and quantitative) to inform decisions, recommendations, and actions, using it to tell compelling stories.
- Measure for success: Measure key performance indicators (KPIs) for change, synthesizing and applying insights from multiple sources to adapt.
- Develop innovative change management strategies: Continuously explore emerging technologies and methods to further your own change practice. Ideate and execute cutting-edge change management tactics that deliver impact.
- Drive continuous improvement: Leverage your experience with real-time learnings and data to identify opportunities, propose solutions and improve future efforts.
- Collaborate with L&D, WFM, Service Operations and other support teams to ensure change plans are executed for a smooth launch with high engagement and adoption.
- Proactively ensure GOS service models are protected and/or changes implemented are improving outcomes towards target goals.
What We’re Looking For:
Experience
- Minimum 2 years of experience in change management, communications, implementation or project coordination
- Minimum 2 years of experience in customer service
- Experience working in travel and/or technology industries preferred
- Change management certification (Prosci, CCMP etc) preferred
- Leadership experience preferred
Qualities & Skills
- Excellent people-focused communicator
- Collaborative attitude, inclusive of a globally distributed and hybrid workforce (remote and in-person)
- Creatively-minded storyteller, able to turn complex information into relevant, timely and valuable content for various audiences
- A tech-forward and digitally fluent change practitioner, passionate about experimenting with new tools and AI to create more effective and engaging employee experiences
- Expert influencer who can collaborate with global, diverse stakeholder groups
- Adaptable and able to thrive in a fast-paced, ambiguous, evolving environment
- Demonstrate a high level of ownership and accountability with limited oversight
- Exceptional analytical skills, with the capacity to analyze and utilize data to improve internal communications and change management practices
- Strong organizational and project management skills
- Embody continuous learning and growth
- Focused on driving engagement.