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.
We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people's lives. We're also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible.
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.
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