Job Description

Summary:

The Strategic Communications, Education & Change Partner serves as a trusted advisor to business leaders and functional stakeholders, translating business priorities and organizational change into clear communication, education, and adoption strategies. The role manages intake-based and proactive content production identifying audience needs, shaping recommendations, and partnering with stakeholders to help employees understand what is changing, why it matters, and what they need to know, feel, and do differently.

This role uses AI-enabled technology to accelerate research, drafting, content development, and production while retaining human accountability for strategy, judgment, storytelling, stakeholder relationships, accuracy, and the quality of the final experience.

Duties and Responsibilities:

• Partner primarily with Care Operations leaders, subject matter experts, Trainers, and Customer Experience leaders to clarify needs, audiences, outcomes, and risks.
• Anticipate communication, education, and change needs and recommend the right strategy, channel, medium, timing, and reinforcement.
• Translate complex operational, customer, and technical information into clear, actionable messages and learning experiences.
• Create audience-centered content across text, presentations, visual, audio, video, digital, and interactive formats while maintaining strong writing standards.
• Use AI and other creative technologies to accelerate research, ideation, production, personalization, and versioning while applying human judgment and quality control.
• Facilitate focused discovery and review sessions, build stakeholder alignment, and guide work from concept through launch.
• Independently manage priorities, time, approvals, risks, and deliverables across concurrent assignments; meet deadlines and communicate risks early.
• Use engagement, feedback, readiness, and adoption signals to improve and sustain communication and education efforts.
• Ensure content is accurate, accessible, brand-aligned, and appropriately validated before release.
• Additional duties as assigned.

Skills and Competencies:

• Strategic, influential, and persuasive communication: Creates clear, credible, audience-centered messaging that shapes understanding, builds commitment, and motivates action; adapts tone, structure, evidence, and detail by audience and medium.
• Creative storytelling: Converts complex information into compelling narratives and experiences across written, visual, audio, video, digital, and interactive formats.
• Consulting and critical thinking: Clarifies ambiguous needs, challenges assumptions, and recommends practical communication, education, or change solutions.
• Care stakeholder partnership: Builds credibility and alignment with Operations leaders, subject matter experts, Trainers, and Customer Experience leaders.
• Change and learning agility: Applies change, adult learning, and audience-readiness principles and quickly learns unfamiliar topics and tools.
• AI-enabled creative production: Uses advanced AI tools to develop and refine text, visual, audio, video, and other media efficiently and responsibly.
• Human judgment and accountability: Understands where human expertise, empathy, context, ethics, relationships, and decision-making must lead or validate AI-supported work.
• Deadline-oriented execution and continuous improvement: Independently manages time and competing priorities, respects and meets deadlines, follows through on commitments, communicates risks early, and uses feedback and results to improve outcomes.

Minimum Qualifications:

• Bachelor's degree in communications, English, Journalism, Education, Marketing, Organizational Change, Liberal Arts, or a related field, or equivalent combination of education and relevant experience.
• Demonstrated experience in professional writing, communications, education, change enablement, creative media, or related discipline.
• Strong writing, editing, storytelling, and content-structuring skills across multiple audiences and formats.
• Mastery-level capability using generative AI and related creative tools to produce, evaluate, and refine visual, audio, video, written, and digital media.
• Demonstrated understanding of responsible AI use and the distinct value of human judgment, empathy, context, creativity, relationships, and accountability in the workplace.

Preferred Qualifications:

• Experience supporting Care, contact center, customer experience, operational readiness, or organizational change initiatives.
• Experience partnering with Operations leaders, subject matter experts, Trainers, or Customer Experience leaders.
• Portfolio demonstrating effective content across written, presentation, visual, audio, video, digital, or learning formats.
• Proficiency with Microsoft 365 or comparable productivity, collaboration, presentation, and creative production tools.
• Familiarity with adult learning principles, accessibility, inclusive communication, brand standards, and content governance.
• Experience in customer care, contact center, regulated, safety-sensitive, or rapidly changing operational environment.

Required Licensing or Certifications:

Required: Current foundational or professional AI credential demonstrating applied generative AI, responsible AI, prompt development, and human oversight-such as Microsoft Certified: Azure AI Fundamentals, the Google AI Professional Certificate, or an equivalent recognized certification. A creative-AI credential, such as the Adobe AI Creative Workflows Specialty Credential, is beneficial for candidates producing visual, audio, video, and digital media. Certification may be completed within six months of hire if not held at appointment.

Working Conditions:

Physical Requirements:

• Prolonged periods of sitting and working at a computer.
• Ability to use standard office equipment and participate in virtual or in-person meetings.

Reasonable accommodation may be made to enable qualified individuals to perform the essential functions of the role.

Communication Skills:

• Frequent writing, editing, presenting, facilitating, active listening, and communicating by phone, video, and collaboration platforms.
• Ability to communicate clearly with employees, leaders, subject matter experts, and cross-functional partners.

Environment Requirements:

• Work is primarily performed in a remote, home-office, hybrid, or office environment as designated for the position.
• The role requires regular collaboration across functions, shifting priorities, extended screen time, and focused review of detailed information.
• Occasional flexibility outside standard business hours may be required to support critical communications, launches, or change activity.

Travel:

• Occasionally, less than 25%, based on business needs and final position requirements.