GCI's Senior Organizational Change Lead will support the company’s strategic and financial goals by evaluating existing personnel, processes, data structure, systems, technology, and infrastructure in a cross-functional way. Identify areas for transformational change to enhance overall efficiency and effectiveness. Work with change sponsors to create a narrative for why the change is needed, clearly articulate the goals of the change, identify how the change will enhance the company, and assist in the execution of the change.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

As Is Discovery and Documentation:

• Communicate directly with practitioners of processes and develop documentation to support complex workflows.

• Define and measure defects in the enterprise.

• Identify stakeholders and develop relationships to support the discovery and change process.

Data Discovery and Analysis:

• Evaluate data sets to isolate and be able to present underlying root causes of process defects.

• Define requirements coming from many functions across the enterprise and demonstrate solid working knowledge of requirements to project stakeholders and sponsors.

• Discover and evaluate data from multiple sources related to process defects.

• Align data and discovered defects to drive meaningful change.

• Develop measurement methods or experiments for processes that lack a defined data set to gain visibility of defects.

Planning and Change Coordination:

• Work in partnership with Organizational Change Program Managers and stakeholders to:

• Develop “ideal” and “to be” processes. This includes iterative process changes to support tool and system changes.

• Identify iterative phases or releases of a change that drives to the fastest realization of the long-term goals or objectives.

• Develop tests and experiments to measure the effectiveness of proposed changes.

• Develop KPI’s to measure and report success of changes.

• Create system requirement documents (RICEFW) for changes that involve new systems of changes to existing systems.

• Develop and define control plans to measure success of the change

• Identify and manage anticipated resistance to the proposed changes

• Participate in related change management activities

• Work directly with Customer Experience leadership and change sponsors to clearly define the goals and desired outcomes surrounding desired changes.

• Identify “in scope” and “out of scope” items for each desired change.

• Ensure proposed changes align with enterprise goals and strategies.

• Work with Sponsors and leadership to identify “process owners.”

Lead change with meaningful training:

• Mentor and train industry standard change management practices across the enterprise.

• Develop GCI enterprise change management strategy.

Communicate Complex Concepts:

• Create data focused presentations to succinctly describe conditions or issues that need to be addressed.

• Present data and process findings in a manner that can be understood by diverse groups from practitioners through leadership.

• Develop prioritized lists of defects based on desired outputs and enterprise goals to identify the most valuable and impactful changes to execute.

• Strong influencing skills and credibility based on data driven decision making.

• Proven effective consulting skills, with an ability to influence a wide variety of audiences, technical and business clients, HR functions, finance, and all levels of employees.

• Ability to build strong relationships and influence others while working in a cross functional environment, including with senior members of the business.

• Ability to build effective relationships with peers, leaders, and stakeholders, creating an environment for learning & growth.

• Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.

• Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.

• Ability to accurately convey complex ideas in a simplified manner.

• In-depth knowledge of industry standard process improvement methods.

• Ability to utilize outputs from interviews and data collection to lead improvement.

• Proven track record of sound decision making, taking ownership, and delivering results.

• Ability to lead change efforts within agreed timeframes.

• Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.

• Ability to use good judgment and escalate concerns where necessary to extract maximum value from organization, process, and systems.

• Experience leading program change initiatives and/or process improvement efforts; technical and non-technical.

• Demonstrates a bias for action, excellent attention to detail, and relentless commitment to follow-through.

• Ability to multi-task and handle various projects simultaneously to drive timely results.

• Ability to deliver results with self-initiative and determination in a dynamic and often ambiguous environment.

• Ability to see around corners thinking about both the big picture and individual needs.

  COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

Grade: E07

Additional Job Requirements:

This is a senior level position within the discipline demonstrating advanced working knowledge, proficiency in all areas of responsibility, and functions as the subject matter expert (SME). Provides functional leadership, oversight, and mentoring. Performs highly complex tasks and unique work assignments, receiving minimal to no instruction on routine work and general instruction on new assignments. Works under minimal supervision with wide latitude for independent judgment.

Responsible for training and fostering industry best practice for change across the enterprise. This may include:

• Mentoring change advocates to make small meaningful changes.

• Development of documentation templates and standards to be used enterprise wide.

• Working with a 3rd party to host industry standard training.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.

• Bachelor’s degree in business administration, management, management information systems, or relevant field. *

• Minimum of six (6) years of experience and demonstrated proficiency in financial analysis, project management, change management, process improvement, or related background. *

Preferred:

• Six Sigma/green belt certification.

• Certified project/program management credentials.

• Telecommunications experience.

• Other relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

  PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• Work is primarily sedentary, requiring daily routine computer usage.

• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

• Ability to accurately communicate information and ideas to others effectively.

• Physical agility and effort sufficient to perform job duties safely and effectively.

• Ability to make valid judgments and decisions.

• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

• Must work well in a team environment and be able to work with a diverse group of people and customers.

• Virtual workers must comply with remote work policies and agreements.

  The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

  Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer.

  EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

  DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

  All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.