Change and Communications Lead (Bangkok/Kuala Lumpur Based)

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose - Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.

We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team: 

Making up almost 50% of the total workforce, the Customer Experience Group (CEG) is the largest department at Agoda. CEG’s purpose is to provide peace of mind for customers and partners by supporting them when they need us. To make that possible, we have the enabling teams within CEG to improve the quality and efficiency of our support to customers and partners. These teams comprise of professionals from L&D, Talent Management, Project Management, Workforce Management & Analytics who work in a very data-driven environment, eager to move fast and learn through experimentation. 

The Opportunity:

As part of the Change and Communications (C&C) Team, we will look to drive transformation and support CEG priorities by fostering a change in mindset and behavior through bridging CEG Operations teams with the enabling teams. This involves adopting new products, tools, and processes to enhance efficiency and effectiveness. Supported by our emphasis on CEG wide communication to ensure our people are engaged, informed, developed, and retained.

In this Role, you'll get to: 

As a Change and Communications Lead you will be responsible in supporting the Change and Communications Management Team in executing the Change & Communications strategy within CEG. Your role is to foster awareness and facilitate seamless transitions through change while reducing overall resistance. This is achieved by planning and executing a structured Change Management and Communications approach, ensuring employees understand the change impact and benefits, minimizing disruption, building trust, and keeping them engaged throughout the process.

• Develop and deliver a structured Change Management and Communications approach for CEG key priorities, while supporting the implementation of organizational changes in collaboration with Project Managers and senior stakeholders and seeking guidance as needed from the C&C Managers to ensure the successful execution of change initiatives.
• Develop and deliver creative, engaging and impactful communication plans to Agoda CEG employees, linking to the strategy and culture of the whole business and the Customer Experience Group whilst reporting and providing insights on the impact and performance of communication activities.
• Provide efficient and regular change-related reporting and insights to management Collaborate with Project Managers to analyze issues, identify risks, report accordingly to management, and propose solutions for implementation. Implement and maintain feedback mechanisms locally to gather insights and provide actionable recommendations for enhancing operational efficiency and effectiveness.
• Develop and maintain productive relationships with key stakeholders & leadership teams by managing expectations of deliverables and expected outcomes. Whilst understanding the needs/priorities of the stakeholders and their team’s key performance drivers.
• Self-Development: Take ownership of your career by focusing on self-development and holding yourself accountable for your growth and progress.
• Leveraging on Change Management experience to lead/support Project Management priorities (if any) for significant behavioral or mindset changes.

What you'll Need to Succeed:

• Extensive experience in developing and distributing organization-wide change communications for project/program, aligned to change management methodology, ideally with an additional understanding of communicating sensitive/complex messages.

• Proficiency in Change management and Communication principles, methodologies, and tools, along with an understanding in project management approaches, tools and the phases of the project lifecycle.

• Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders

• Outstanding interpersonal skills, enabling effective interaction with individuals across all levels. Capable of reviewing copywriting and ensuring its quality.

• Excellent verbal and written communication skills in English, with strong conceptual ability and the confidence to work well with stakeholders at all levels.

• Comfortable with uncertainty and experimentation, with the ability to deal with ambiguity and frequent changes.

• Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements

• Demonstrated ability to multi-task and work effectively under constant deadlines.

• Proven experience using Office 365 collaboration tools, including MS Forms, SharePoint Online, Yammer, Teams

• Be an example to the team through behaviour, living up to the Agoda values and CEG leadership behaviours – Continuous Improvement, Deliver better together & Enable other’s success

To qualify for the role, you must have

• Graduate with relevant professional experience; experience working on major transformation programmes is preferred.

• Around 4-6 years of prior experience in Change Management & Communications with success in current role applying one or more of these capabilities.

• A good understanding of change and transformation projects, with relevant experience in delivering change & cultural change programmes in organisations

It's Great if you have:

• Procedural & product knowledge

• Experience in a contact center environment and customer experience exposure

Kindly note this is a Bangkok OR Kuala Lumpur based position. Relocation support will be provided.

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.