Customer Experience Change Management Analyst

Evergy; Kansas City (MO); On-site; USD 63,000 - 86,000; Full time

Job summary

Evergy in Kansas City, MO is seeking a Customer Experience Change Management Analyst. You will support the Change Management approach for the Utility Operations division, aligning with Evergy's leadership expectations and values.

The role partners with stakeholders to drive CX delivery initiatives, manages multi-channel communications, and helps develop training programs while tracking progress and impact across the organization.

Qualifications

• Bachelor's degree in communications, business or related field.
• Prosci certification a plus.
• Two years of relevant experience required.

Responsibilities

• Support change management for the Utility Operations division.
• Provide CX Delivery change support across organization.
• Act as business partner to stakeholders to maintain program visibility.
• Develop and deliver multi-channel change communications.
• Collaborate on training programs and ensure changes are documented.
• Collect metrics and monitor change progress.

Skills

Teamwork

Communication

Change Management

Training & Knowledge

Microsoft Office

Education

Bachelor's degree in communications or related field

Tools

JIRA

OMS systems

Oracle CCB/MDM

PowerPoint

Job description

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Job Description - Customer Experience Change Management Analyst (CUS00J8)

Job Description

Customer Experience Change Management Analyst - ( CUS00J8 )

SUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTS

JOB TITLE: Customer Experience Change Management Analyst
REQUISITION: CUS00J8
DEPARTMENT: Customer Experience Delivery - Kansas City Headquarters, Topeka General Office or Wichita Service Center
LOCATION: Kansas City, MO
Topeka, KS
Wichita, KS
PAY RANGE: Analyst II: $66,600 - $83,200
Sr Analyst: $75,300 - $100,400
Lead Analyst: $88,800 - $118,400
Scheduled Work Hours: Monday - Friday; 8:00 a.m. - 5:00 p.m. Additional hours may be required.

Summary of Primary Duties and Responsibilities:

• Support change management approach for the Utility Operations division, aligning with Evergy’s overall leadership expectations, mission, vision, and values
• Provide change support to the entire Utility Operations organization around Customer Experience (CX) Delivery practices, agile work environment, and CX Delivery initiatives.
• Act as a business partner to key stakeholders to maintain program visibility and investment.
• Build strong relationships that drive cultural transformation initiatives that put the customer at the center of everything we do.
• Strong verbal and written communication to deliver change messaging across multiple levels of the organization, including executive-level communication
• Ability to understand the level of change management needed based on the change impact.
• Develop, execute, and manage multi-channel communications
• Collaborate with Training & Knowledge Management to develop, administer and deliver needed training programs and ensure changes are clearly documented.
• Maintain a high level of organization, with ability to track multiple changes that affect varying levels of the company.
• Collect metrics and monitor change progress.
• Interact with a diverse group of stakeholders and subject matter experts to critically evaluate information gathered from multiple sources to reconcile information into change activities.
• Work collaboratively outside of the Utility Operations division, to build strong customer relationships, support initiatives and deliver customer-centric solutions as needed.
• Conduct change impact analyses, assess organization’s change readiness and identify key stakeholders.
• Assist and support in development of department-wide communication strategies for both internal department communications and communications to all of the Utility Operations division and/or other company employees.
• Facilitate and/ or lead meetings with project stakeholders, OCM support teams, and project management.

Education and Experience Requirements:

The ideal candidate will possess a bachelor’s degree in communications, business or related field. Certification in Change Management (e.g., Prosci) is a plus. Two years of relevant experience in human resources, communications, change management, project management, training, or businesses related field is required. Proven capability to successfully work across multiple functions and teams while managing tight deadlines is critical for this role.

Skills, Knowledge, and Abilities Required:

• Must strongly exhibit the following qualities: Teamwork; Commitment to Quality Results; Process Improvement; Resiliency, Adaptability.
• Exceptional communication skills, both written and verbal
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in ambiguous situations
• Forward looking with a holistic approach
• Organized with a natural inclination for planning strategy and tactics
• Problem solving and root cause identification skills
• Able to work effectively at all levels in an organization
• Must be a team player and able to work collaboratively with and through others
• Must have strong skills in Microsoft Word, Excel, Access, and PowerPoint and other electronic media
• Proficiency in JIRA, OMS systems, Oracle CCB/MDM, and other supported systems desirable

Expected to model Evergy’s Talent Framework Behaviors, the foundation for HOW we do our jobs at Evergy.

At a minimum, incumbents should be able to demonstrate their ability to progressively develop and exhibit these skills at a proficient level:

• Evergy’s People First Values: Safety, Integrity, Ownership, Adaptability
• Operational Excellence/Execution: Exerts personal effort and enables the team to achieve performance goals and exhibits a continuous improvement mindset
• Decision Making: Makes informed, objective, timely and ethical decisions
• Talent Management: Takes initiate to develop self and team, acts with a mindset of culture and engagement and creates an environment to attract top talent
• Strategic Mindset: Demonstrates sound strategic thinking, knows the business, exercises judgment, influences and persuades.

Licenses, Certifications, Bonding and/or Testing Required:

Must have a valid driver’s license.

Working Conditions:

Normal office working conditions. Overtime may be needed. This position may require some travel between Wichita, Topeka and Kansas City; additional travel to other locations within the service territory is possible. Must have a satisfactory work record including good attendance.

Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. We are committed to building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.

Disclaimer: The above information 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.