Communications & People Engagement Lead

Description -

The Communications & People Engagement Lead is a strategic partner responsible for shaping organizational culture, driving employee engagement, strengthening leadership communications, and enabling successful change adoption across the Global Customer Care Centers (CCC) organization.

This role serves as the connective tissue between leadership, employees, and business priorities assuring that communication is not merely informational, but transformational. The individual will design and execute integrated communication, engagement, culture, recognition, and change management strategies that foster connection, transparency, inclusion, and organizational effectiveness across a globally distributed workforce.

The role requires a highly creative, customer-centric, and influential communications professional capable of translating business priorities into meaningful employee experiences that build trust, drive alignment, accelerate adoption of change, and strengthen employee commitment to organizational goals.

Working closely with Customer Care Center leadership, Operations, Quality, Training, HR, Communications, and other business stakeholders, the Communications & People Engagement Lead will help build a connected, resilient, engaged, and future-ready workforce while elevating employee experience across all care center locations.

Key Responsibilities

1. Strategic Communications

Organizational Communications Strategy

• Develop and execute integrated communications strategies aligned to CCC business priorities, transformation initiatives, and organizational objectives.
• Serve as the primary communications advisor to CCC leadership, shaping messaging that drives clarity, engagement, and alignment.
• Build annual communication roadmaps and engagement calendars supporting strategic priorities.
• Ensure consistent, timely, and effective communication across global teams, sites, and functions.
• Establish communication standards, governance, and best practices across the organization.

Executive & Leadership Communications

• Develop executive-level messaging, presentations, speeches, town halls, leadership updates, and employee communications.
• Support leadership engagement sessions, all-employee meetings, fireside chats, podcasts, and interactive forums.
• Partner with leaders to strengthen visibility, accessibility, and connection with employees.
• Coach leaders on communication effectiveness, storytelling, and employee engagement approaches.

Communication Content Management

• Own and manage end-to-end communication channels and content strategies.
• Create and distribute:
  • Newsletters
  • Leadership updates
  • Internal campaigns
  • Employee stories
  • Organizational announcements
  • Transformation communications
  • Recognition communications
• Ensuring content reflects organizational values, culture, and customer-focused priorities.

2. Storytelling, Branding & Employee Advocacy

Strategic Storytelling

• Develop compelling narratives that connect employees to purpose, customers, business outcomes, and organizational strategy.
• Translate complex business concepts into engaging, relatable, and actionable content.
• Create storytelling frameworks that highlight innovation, customer impact, quality, transformation, and employee success.

Employee & Customer Impact Stories

• Identify and amplify stories showcasing employee contributions, customer outcomes, operational excellence, and business impact.
• Partner with leaders and teams to celebrate achievements and successes across geographies.
• Build internal advocacy programs that increase employee pride and organizational connection.

Creative Content Development

Lead innovative communication approaches leveraging:

• Visual storytelling
• Infographics
• Video communications
• Digital campaigns
• Podcasts
• Interactive experiences
• Executive narratives
• Employee spotlights
• Social and collaboration platforms

3. Employee Engagement & Culture

Employee Experience Strategy

• Design and implement programs that strengthen employee engagement, belonging, motivation, and connection.
• Partner with HR and leadership teams to improve employee experience across the employee lifecycle.
• Develop initiatives that align employee sentiment with organizational goals and values.

Recognition & Appreciation Programs

• Lead enterprise recognition strategies that celebrate performance, innovation, customer obsession, teamwork, and cultural excellence.
• Establish scalable global recognition programs and engagement events.
• Drive employee appreciation initiatives that reinforce desired organizational behaviors.

Inclusion, Belonging & Community

• Champion an inclusive culture where all employees feel valued, respected, and empowered.
• Build engagement initiatives that foster collaboration across countries, cultures, functions, and teams.
• Partner with employee resource groups and community networks to create meaningful employee experiences.

Employee Listening Programs

• Design and manage employee listening strategies including:
  • Pulse surveys
  • Focus groups
  • Listening sessions
  • Engagement assessments
  • Sentiment analysis
• Translate employee feedback into actionable recommendations.
• Ensure leadership accountability through continuous feedback loops and action planning.

4. Change Management & Organizational Adoption

Management of Change (MoC)

• Lead communication and engagement workstreams supporting organizational transformation programs.
• Develop comprehensive change communication strategies and adoption plans.
• Ensure employees understand the rationale, benefits, risks, and impacts of transformation initiatives.

Change Communications

Create and implement communication plans covering:

• Business rationale for change
• Strategic objectives
• Employee impacts
• New ways of working
• Adoption expectations
• Success outcomes
• Ongoing progress updates

Change Champion Network

• Build and manage global networks of change champions.
• Enable champions with training, messaging, communication assets, and engagement tools.
• Drive local advocacy and adoption across regions and teams.

Adoption & Readiness Management

• Measure awareness, readiness, engagement, and adoption of key initiatives.
• Identify resistance points and engagement risks.
• Develop mitigation strategies and targeted interventions.
• Track organizational readiness and communication effectiveness.

5. Leadership Engagement & Organizational Effectiveness

Leadership Partnership

• Act as a trusted advisor to senior leaders on employee engagement, communications, culture, and change initiatives.
• Provide insights and recommendations that improve organizational effectiveness and employee connection.

Employee Engagement Events

Lead planning and execution of:

• Global All Employee Meetings
• Leadership forums
• Town halls
• Engagement weeks
• Recognition ceremonies
• Cultural celebrations
• Volunteer and community activities
• Learning and development events

Global Collaboration

• Foster collaboration across sites, partners, suppliers, and functional organizations.
• Encourage sharing of best practices, knowledge, and organizational success stories.

6. Employee Relations & Interpersonal Effectiveness

Employee Advocacy

• Champion employee concerns, perspectives, and ideas.
• Promote transparent communication and trust across the organization.

Active Listening & Empathy

• Create environments where employees feel heard, respected, and supported.
• Strengthen leadership understanding of employee needs and experiences.

Conflict Resolution & Engagement Support

• Facilitate constructive dialogue and partnership across teams.
• Support resolution of communication, engagement, and adoption challenges.
• Promote collaboration and positive working relationships.

Success Measures

Performance will be measured through:

Communication Excellence

• Employee awareness and understanding of organizational priorities.
• Communication reach, engagement, and effectiveness.
• Leadership communication satisfaction metrics.
• Quality and timeliness of communication delivery.

Employee Engagement

• Improvements in engagement and sentiment indicators.
• Participation in engagement programs and activities.
• Recognition program adoption and impact.
• Employee advocacy and connection measures.

Change Adoption

• Change readiness and adoption of metrics.
• Effectiveness of change communication programs.
• Champion network participation and influence.
• Achievement of transformation communication objectives.

Culture & Leadership Impact

• Improved employee trust and leadership connectivity.
• Stronger culture of transparency, inclusion, and recognition.
• Increased alignment to organizational vision and goals.
• Enhanced employee experience outcomes.

Qualifications & Experience

Education

• Bachelor’s degree in communications, Public Relations, Marketing, Human Resources, Organizational Development, Business Administration, Journalism, or related discipline.
• Master's degree preferred.

Experience

• 8-12+ years of experience in Communications, Employee Engagement, Internal Communications, Organizational Development, Change Management, Human Resources, or related fields.
• Experience supporting global and matrixed organizations.
• Proven track record managing enterprise communication and engagement programs.
• Experience supporting organizational transformation and change adoption initiatives.

Critical Skills & Competencies

Professional Skills

• Executive and organizational communications
• Internal communications strategy
• Employee engagement and experience
• Change management
• Strategic storytelling
• Event management
• Stakeholder management
• Program and project management
• Communication analytics and insights
• Content creation and digital communications

Leadership Competencies

• Influencing without authority
• Strategic thinking
• Business acumen
• Customer obsession
• Relationship building
• Emotional intelligence
• Collaboration and partnership
• Creativity and innovation
• Resilience and adaptability
• Inclusive leadership

Role Impact Statement

The Communications & People Engagement Lead transforms communication into a strategic business capability-connecting people to purpose, enabling organizational change, strengthening culture, elevating employee experience, and building a highly engaged, resilient, customer-obsessed workforce across the Global Customer Care Centers organization.

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Equal Opportunity Employer (EEO)-

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