Director Change Management and Communications - Business Transformation

JOB SUMMARY 

The Director, Change Management and Communications, is a key member of the Business Transformation Office team, reporting directly to the Vice President, Business Transformation Office, APEC + HMT (Asia Pacific Excluding China + Hong Kong, Macau, Taiwan). This position is responsible for planning and executing the day-to-day change management and communications activities for the APEC and HMT above property and property associates impacted by Marriott’s Digital + Technology Transformation (DTT) program.

The primary focus of the Transformation Office over the next few years will be on designing the user experience and delivering DTT. DTT is a multi-year effort to transform Marriott’s technology and business process ecosystem, enabling Marriott to deliver on our vision to become the world’s favorite travel company. The Transformation Office was established to enable and accelerate DTT through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment.

This role will build upon our existing DTT change management and communications strategies to create and execute the change management and communications plans and related deliverables for on-property and above-property associates throughout the program’s deployment journey, from Design to Stabilize. This role will partner closely with colleagues throughout the entire DTT Program – including (but not limited to) Global Change Management, Communications, Deployment, XD + Business Process Design, Learning, APEC + HMT stakeholders and Testing Teams. Success in this role requires strong critical thinking skills, attention to detail, comfort with ambiguity, a proven ability to manage multiple work efforts at the same time, as well as a willingness to be tested on difficult and time-sensitive requests.

Key responsibilities include:

• DTT Stakeholder Engagement Plan and Execution:  Partners with the Vice President and the global Communications team to develop a comprehensive stakeholder engagement plan for APEC and HMT and drives the execution of the plan with key stakeholders.
• DTT Change Management Plan + Execution: Partners with the Vice President and global Change Management to develop the change management plan for impacted associates. Drives engagement of continent subject matter experts during change impact assessments. Partners with global Change Management to execute the plan and related deliverables to drive the required behavior change and shift to desired behavior. Partners closely with the Business Process, Deployment and L+D teams.
• DTT Recognition Plan: Executes the recognition plan for highlighting quick wins along the journey and ultimately the right behavior adoption. The plan may include gamification, celebratory events, competitions, awards, and/or new supporting tools.
• DTT Change Management Measurement + Analytics: Directs the day-to-day change readiness and change adoption activities, including scorecards and appropriate forums. Partners closely with the deployment team to develop reports for key MI leaders on readiness pre-cutover and the progress of adoption and highlighting change challenges after cutover (e.g., fatigue, confusion, lack of alignment, etc.)

CANDIDATE PROFILE

Education and Experience 

• 4-year degree from an accredited university; master’s degree strongly preferred
• 8+ years of relevant professional experience (change management, learning, stakeholder engagement, communications or deployment strongly preferred), demonstrating progressive career growth and pattern of exceptional performance.
• Experience on-property or above property in the APEC + HMT, strongly preferred.
• Experience with large-scale business transformation, strongly preferred in hospitality 
• Strong personal leadership, organizational, relationship-building, and negotiation skills
• Outstanding formal and informal presentation skills
• Self-starter with self-confidence, enthusiasm, and strong customer service orientation
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity
• Experience working in or on behalf of (i.e., consulting) a large-scale, global enterprise strongly preferred
• Excellent English written and oral communication skills; additional Asian languages preferred
• Experience developing clear, concise, and logically written business communications, as well as delivering recommendations effectively to demanding audiences
• Ability to gain a clear understanding of an initiative and represent it to various constituencies across the organization
• Ability to work effectively in a complex, service-intensive, deadline-driven environment
• Ability to work with and influence cross-functional teams in a matrixed organization
• Ability to build strong relationships to leverage information and insights across key groups
• Ability to inspire confidence in senior management and to be recognized for stakeholder engagement, change management and deployment leadership
• Ability to be detailed oriented, while maintaining alignment with broader organization objectives
• Ability to juggle multiple projects and many stakeholders
• Strong project management skills
• Ability to complete deliverables with high quality and up to established standards
• Proficiency with Microsoft Word, Excel and PowerPoint applications

CORE WORK ACTIVITIES 

DTT Stakeholder Engagement and Communication:

• Partners with the Vice President and the Communications team to develop and execute comprehensive stakeholder engagement and communications plans.
• Manage and maintain communications plan and coordinate communication deliverables through a formal review process while adhering to tight timelines.
• Executes communications plan working closely with Communications team, Continent, and other discipline teams to meet defined success measures.
• Prepares timely status updates for leaders and senior executives.

DTT Change Management Plan and Execution:

• Plans and executes the stakeholder and change impact analysis for on-property associates.
• Partners with the Vice President and colleagues from the Transformation Office to create and execute a comprehensive change management plan and related deliverables for on-property associates. 
• Partners closely with the Vice President and Continent Learning teams to create a learning strategy for the APEC + HMT to maximize change adoption.
• Executes the change management plan working closely with Continent, Deployment, Learning and other teams to meet defined success measures.
• Develops and distributes required change and deployment deliverables (e.g., presentations, job aids, communications, etc.). 
• Identifies, proposes solutions for and manages resolution of issues and risks to change management plan.

DTT Recognition Program

• Executes the Recognition Program plan.
• Partners with Change Management team to develop an approach and cadence for quick wins along the journey as well as recognizing positive behaviors.
• Partners with colleagues and the APEC + HMT teams to create a forum for listening to what’s going well and what’s not – ensuring both celebrations and pain points are addressed.

DTT Change Management Measurement and Analytics

• Monitors, detects, and manages change readiness and adoption through the change journey for on-property associates.
• Executes change readiness survey for deployment community; compiles results and applies learnings to change management plans iteratively.
• Creates a change management scorecard in partnership with deployment and learning to help identify wins and challenges with change adoption. 
• Shares insight and impacts from analytics with senior leaders as well as recommendations to help steer program in the right direction.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.