Sr. Workforce Communications Strategist

As part of the Traveler and Partner Service Platform division, the Senior Workforce Communications Strategist will shape the communication landscape for Expedia Group’s customer service operations. This role offers the unique opportunity to craft and implement innovative, data-driven communication strategies that directly enhance agent effectiveness and customer satisfaction. This is your chance to develop a new space, dedicated to delivering clear, impactful messages, that drive excellence and transform the travel experience for millions.

Are you a communications expert with a passion for making sure messages hit the mark? Expedia Group is looking for a Senior Workforce Communications Strategist to join our Agent Effectiveness Communications & Content team, supporting effective customer service operations. This is your chance to shape the way our customer service agents, supervisors, and support teams receive and understand critical information. If you thrive on creating clarity out of chaos and love the idea of helping agents get the info they need to support travelers and partners, we want to connect with you.

In this role, you’ll be the driving force behind our workforce communication strategy, ensuring that every message sent is a message received. You’ll play a key role in reducing confusion, improving service quality, and boosting overall traveler and partner satisfaction. 

In this role, you will:

• Develop and run a workforce communications strategy supporting Expedia Group customer service agents and support staff.

• Create and launch a priority framework to effectively funnel upcoming initiatives and news for specific audiences into an ongoingcommunications rhythm.

• Develop and manage strategic communication campaigns for major launches impacting multiple Expedia Group lines of business (LOBs) on a content publishing platform.

• Manage and measure the effectiveness and impact of the workforce communications strategy and key campaigns. 

• Delegate tasks and mentor junior communications strategistssupporting smaller initiatives and projects.

• Establish andmaintain strong partnerships with Operations, Operational Excellence Portfolio Management, Product and Technology teams and other key stakeholders.

Experience & Qualifications

• You’re a pro at developing and implementing communication strategies that drive behavior change and measure impact.

• You excel at managing large-scale campaigns and coordinating projects across various business lines.

• You thrive on collaborating with other teams, building strong relationships with key stakeholders.

• You have a talent for creating engaging content, managing communication channels, and analyzing effectiveness.

• You inspire and mentor teams, plan change management initiatives, and communicate changes seamlessly.

• You have excellent verbal and written communication skills, making complex information clear and concise.

• You’re comfortable adapting to new strategies and priorities, handling multiple tasks with ease, and excel in a fast-paced setting.

Background

• 5-7 years of experience in internal communications, employee communications, corporate communications, or a related field.

• Experience successfully driving communication projects in large, complex organizations, across multiple lines of business (LOBs) is preferred.

• Experience managing communication projects and team membersin a matrixed reporting structure (indirect lines of reporting) is preferred.

• Outstanding writing and editing skills, as well as familiarity with AP Style.

• Awareness of employee communication trends and ability to incorporate them into your strategies.

• Ability to prioritize work, meet tight deadlines, and solve problems.

• Ability to synthesize data into logical conclusions and recommendations.

• Ability to adapt communications strategiesfor unique audiences across various channels, including video, email, Slack, digital signage.