Role Purpose
Ensures change is designed with the people it impacts in mind. Defines the end-to-end experience for hotels, owners, and internal teams navigating change; conducts research to deeply understand user and learner needs; builds listening posts and feedback mechanisms; and embeds product thinking, experimentation, and continuous learning into every change initiative.
Key Accountabilities
Support Stakeholder Engagement:
- Maintain documentation on changes and people, process, technology and business impacts; develop and maintain documentation on stakeholder action plans
- Identify stakeholders, degree of change, and high-level changes for each group. Maintain high level Stakeholder Assessment and updated heat maps.
- Provide detailed analysis, reporting and directional, actionable commentary on stakeholder assessment data.
- Develop Regional Engagement Events - plan, develop content, coordinate logistics, invites, and execute events that deliver a steady flow of information, setting a consistent tone, and serving to engage, align, and build commitment from key stakeholders
- Develop all change management deliverables as needed
Support Change Network:
- Provide Change Network communications support
- Support facilitation of Change Network calls and meetings - document meeting minutes, action items, and drive progress forward Design templates and tools for evaluating program stakeholders
- Maintain member database/list and identify opportunities, develop and execute recommendations for participation across stakeholder groups
Support Readiness Assessment and Reporting:
- Studies which change methods and adoption strategies are most effective across products, programs, and regions.
- Develop readiness assessments, measure progress of stakeholder functional groups and regions, analyze and monitor results over time
- Develop detailed reports by stakeholder group to inform progress and identify areas of achievement and concern in support of stakeholder readiness metrics. Manage and Report on Program Engagement
- Work with Key Stakeholders and communications teams to identify key "pulse" metrics. Develop methodology to monitor and report on these metrics. Identify the tools and mechanisms and ensure they are in place to capture appropriate data.
- Establishes structured listening posts-model hotels, owner councils, regional cohorts, advisory panels, or early adopters.
- Support communications teams by providing or coordinating with third party on metrics for any email or mass communications efforts as needed.
Communications
- Collaborate with the Director of Engagement, Communications Partners to identify and schedule required communications outputs
- Partner with associates/resources across the IHG organization (e.g., Global Corporate Affairs, Program Management Office, Change Management, Project Stakeholders, etc.) to deliver the required communications deliverables
- Establish timelines and schedules for communications development and finalization
- Conducts qualitative and quantitative research such as interviews, surveys, empathy mapping, and usability-style sessions to understand change needs, impacts and to get product learnings during change periods
- Identifies user pain points, friction areas, motivations, and behavioral patterns.
- Create creative and engaging multi-media communications deliverables using tools such as PowerPoint, PowerPoint Animation, Audio/Video Overlays/Production, Camtasia, Sketchbook Pro, etc.
Key Skills & Experiences
Education -
- Bachelor's or Master's Degree in a relevant field of work or an equivalent combination of education and work related experience.
Experience -
- 5-8 years of experience in Change Management, Product Management, or User Experience (UX) Design
- Solid understanding of change process at the individual and organizational level
- Ability to clearly articulate messages to a variety of audiences and influence others to move toward a common vision or goal
- Strong business acumen and understanding of organizational issues and challenges
- Familiarity with project management approaches, tools and phases of the product development lifecycle
- Knowledge of hospitality or adjacent industry
Technical Skills and Knowledge -
Working knowledge of technology platforms, system integrations, APIs, and infrastructure concepts, with the ability to translate technical capabilities into clear customer value propositions and adoption strategies.
Travel - 10% limited as needed
Location - Atlanta, GA: Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.
The salary range for this role is $106,020 to $132,525. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.
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At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?