Client Services & Experience Lead, User Change Management - VIE Contract Location: Spain, Barcelona Target start date: 01/12/2024 About the job At Sanofi, we're committed to providing the next-gen healthcare that patients and customers need. It's about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. Join our Client Services & Experience team as Client Services & Experience Lead, User Change Management and you can help make it happen. Your job? Oversee the User Change Management (UCM) activities and be responsible for developing and implementing change management strategies that facilitate smooth transitions and promote the adoption of new support models, technologies, and processes. Main responsibilities: Develop and implement user change management strategies aligned with Client Services & Experience project roadmaps and release schedules. Gather user requirements and feedback to understand impact and define change management approaches. Create user communication plans and training materials to drive awareness and readiness for upcoming changes. Conduct user training sessions and provide guidance to support user adoption and proficiency. Accountable for defining and planning Voice of the customer and Q&A sessions globally, with the support of local/regional Digital teams. Monitor user adoption metrics and feedback to address gaps and resistance through targeted interventions. Collaborate with product, platform and/or service owners and business stakeholders to coordinate change management activities. About you Experience: Proven experience in user change management and organizational change practices. Previous experience in user change management or IT training roles. Soft and Technical skills: Excellent communication and presentation abilities to convey messages across diverse audiences. Strong customer service mindset with empathy for addressing user concerns and resistance. Working knowledge of IT service management processes (ITIL) and project management methodologies. Education: Master's Degree in IT, Business, Communications or related field. IT certifications (e.g. ITIL, Agile) are a plus. Languages: Advanced English knowledge, Spanish knowledge would only be a plus. Why choose us? iMove is a unique program tailored for European youth interested in challenging themselves with meaningful assignments across the globe. At Sanofi we have a strong ambition to invest in young talents who will drive the success of Sanofi tomorrow.
Sanofi's Work Abroad Program, iMove, offers jobs-assignments with actual responsibilities and a perspective to grow. We provide those opportunities in various functions such as: marketing, finance, regulatory, supply chain, clinical trials, production, etc. and in more than 40 countries. Sanofi unites people who are passionate about solving healthcare needs across the world. Joining our iMove Work Abroad Program is a unique opportunity to make a difference through your work.
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