Change Management - Customer Services

• Change management support to a customer service improvement program. Key activities would include:
  • Support existing change agent network in devising and executing appropriate change management plans to support the adoption of new processes, technologies, and ways of working
  • Build capability of existing change agent network through interactive working sessions and “on-the-job” coaching and support
  • Supporting the Program Manager to report on key change management activities (e.g. communication effectiveness; stakeholder engagement; training; etc.)
  • Define the change management approach for the next phase of the program (introduction of ChatBot technology to customer service teams)

Responsible for the following deliverables and will work collaboratively with Elsevier to spread effort as required.

Change Management support to Customer Service change program

• Weekly Change Management status updates to Program Manager
• High-level change management plan for next phase of program (ChatBot)