End User Technology Organizational Change & Communications Lead

At AIG, we are reimagining the way we help customers to manage risk. Join us as an End User Technology Organizational Change & Communications Lead to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Information Technology

At AIG, technology is at the heart of everything we do, from underwriting risks to processing claims. The Information Technology (IT) team equips our colleagues with the latest tools to complete their work efficiently, with the highest standards of excellence. The team is responsible for shielding the company’s systems from security risks, while designing technology strategies that enable AIG’s businesses to achieve their goals. Innovation in IT drives innovation across the organization.

Who we are

American Internation Group, Inc. (AIG) is a leading global insurance organization providing a wide range of property casualty insurance and other financial services. We provide world-class products and expertise to businesses and individuals in more than 200 countries and jurisdictions through AIG operations, licenses and authorizations as well as network partners. And we are committed to using our insights and thought leadership to not only manage risks, but to make real positive differences in every community we serve.  

How you will create impact

We are seeking a dynamic and experienced Organizational Change & Communications Lead to join our team. This role is pivotal in enhancing digital dexterity within the organization by creating and implementing effective Organizational Change Management (OCM) strategies to support change and adoption efforts on used user technologies across digital workplace solutions. The successful candidate will be responsible for communicating changes in end-user technology and services, managing digital ambassador programs, and monitoring adoption metrics. Additionally, this role involves the creation and maintenance of self-help articles to support our employees.

What you need to know

The ideal candidate will be a confident communicator with a strong ability to translate complex infrastructure, software and services changes into the necessary OCM strategies and materials to facilitate smooth transitions and adoptions of new digital tools and services.  The candidate will oversee the development of concise and accessible training materials and guidance documents for consistency of message, tone and branding across all communication channels.

The candidate must also have experience creating and driving adoption programs, monitoring adoption metrics, and adjusting programs to increase adoption.  They will lead change champion activities across our Digital Workplace ambassadors and create other change champion programs as needed.

The role requires excellent written and verbal communication skills, a strong eye for detail, and the ability to manage multiple content streams in a fast-paced environment and manage a geographically dispersed team.

• Develop and implement Organizational Change Management (OCM) strategies.

• Identify communication needs proactively and develop strategies to address them.

• Translate complex infrastructure, software and digital workplace services changes into necessary OCM strategies and materials. 

• Support change management efforts by crafting compelling communications related to change and adoption.

• Manage and lead digital ambassador programs; identify and develop new change champion programs where needed to meet digital dexterity goals.

• Monitor and analyze adoption metrics.

• Build enduring partnerships and teamwork across multiple areas of the company and with external parties.

• Manage communication materials and communicate changes in end-user technology and services through various channels. This includes project updates, product releases, announcements, newsletters, presentations, and reports

• Design and produce engaging training materials, user guides, and instructional content.

• Create, update, and maintain self-help articles and resources.

• Collaborate with cross-functional teams to ensure alignment and consistency in communication efforts.

• Ensure consistency in messaging, branding, and tone across all project-related communications.

• Provide training and support to employees to enhance their digital skills and confidence.

• Gather feedback on communication effectiveness and continuously refine strategies and content

• Maintain an organized repository of communication assets and templates.

What you'll need to succeed

• 7+ years of experience in an organizational change management role with a strong emphasis on communications for a globally diverse audience.

• Bachelor's degree in organizational

• Change Management, Communications, Marketing, or a related field.

• Certification in Change Management (e.g., Prosci, ACMP).

Skills & Competencies

• Strong understanding of digital tools and technologies used in modern workplaces (M365, Copilot, Teams, Microsoft Teams Room Systems, etc.).

• Demonstrated experience leading change management programs to drive digital dexterity at an Enterprise level.

• Demonstrated expertise in translating complex technical or project-specific information into clear, concise, and engaging content for non-technical audiences.  Experience in managing multi-channel communications and producing professional training/support materials.

• Confident communicator who can engage stakeholders at all levels and adapt tone and style to suit the audience.

• Adept at developing qualitative and quantitative approaches for monitoring change with strong analytical skills to monitor and interpret adoption metrics.

• High attention to detail, with strong organizational and planning skills.

• Ability to manage multiple projects and priorities simultaneously.

• Experience in creating and managing self-help resources and training materials.

• Experience collaborating with cross-functional teams

• Experience with various communication channels and distribution methods

• A keen eye for detail and a commitment to accuracy and quality.

• Experience in the financial services industry or a similarly regulated environment is a plus.

• Strong team management skills for a geographically distributed team and experience managing suppliers

• Exhibit strong influencing and communication skills.

Ready to take your career to the next level?  We would love to hear from you.

The base salary range for this position in Jersey City, NJ, is $126,000-$171,000.  The base salary range for this position in New York, NY is $118,000- $178,000.   In addition, the position is eligible for a bonus in accordance with the terms of the applicable incentive plan. We’re proud to offer a range of competitive benefits, a summary of which can be viewed here: US Benefits Overview

Veterans encouraged to apply

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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to [email protected].  

IT - Information TechnologyAmerican International Group, Inc.