Our purpose at FESTIVE ROAD is simple; to create better travel and meetings management. Our client's purpose is one of bold ambition; to transform its program into a best-in-class expense reimbursement and corporate card experience for employees traveling and spending on behalf of the company and its customers. If that sounds like something you'd like to be a part of, read on!
This role spearheads impactful change management communications to inform, enable, and rally employees and stakeholders. As an individual contributor, you'll craft and execute awareness and education campaigns that reinforce key business priorities, foster an understanding of organizational goals and enable meaningful change adoption.
Your core responsibilities will encompass a comprehensive approach to communication and support for Amazon's expense reimbursement and corporate card solutions. This includes developing and executing a multi-channel communication strategy, managing employee escalations, providing official support via Slack, creating proactive self-service content, conducting employee research, and analyzing feedback for continuous improvement. You'll serve as a key liaison between various teams, ensuring clear, consistent messaging and efficient problem-solving to enhance the overall employee experience with financial processes.
If simplifying complex messaging is your superpower and you're passionate about creating stellar user experiences, read on!
Locations: Dallas TX, Austin TX, Seattle WA, Arlington VA, New York NY
Key Tasks will Include:
- Strategic Communications Planning & Execution - Develop and execute a comprehensive communications strategy that engages and educates employees about expense reimbursement processes and corporate card usage. Support change management initiatives related to policy updates, new tools, or process improvements.
- Develop Multi-Channel Content - Create and promote content across various platforms (e.g., Slack, email, intranet, video) to drive program awareness, adoption, and compliance. Experiment with new, creative content formats to enhance engagement and understanding of expense and corporate card policies. Develop self-service resources and proactive cross-channel content such as broadcast videos, periodic digests/newsletters, and wiki updates.
- Manage Employee Support and Escalations - Serve as a primary point of contact for employee inquiries and escalations related to expense reimbursement and corporate card issues. Provide official support for common, non-personal questions via Slack, directing to self-service resources and support center (SC) teams when appropriate. Act as a liaison between the program team and SC teams to resolve complex cases and improve processes.
- Analyze and Improve User Experience - Develop and analyze surveys for Voice of Customer (VOC) mechanisms. Regularly review negative feedback cases and escalations to identify improvement opportunities in policies, processes, and communications. Use these insights to refine the communication strategy and suggest program enhancements.
- Business Reporting and Analytics - Coordinate data-driven approaches to understand communication effectiveness across internal and cross-functional stakeholders. Routinely measure and report to leadership on the impact of the internal communication strategy, including metrics on engagement, policy compliance, and user satisfaction. Use data to continuously refine and improve the communication and support strategy.
Key Skills Required:
- A natural leader – with an ability to build a compelling strategy and execute drive it forward. Strong strategy and organizational skills with a capacity to prioritize within a complex, fast-paced environment.
- An Exceptional Communicator - exceptional verbal and written communications skills with an ability to simplify business requirements and complex messages, creating clear, relevant, and consumable content for diverse audiences within brand guidelines.
- A drive to optimize – experienced at establishing new ways of working by implementing either new processes, tools, or technologies to ensure optimal information flow and engagement.
- Stakeholder Management - build and maintain strong internal relationships with key stakeholders. Surfaces obstacles and drives the momentum to resolve.
- Intellectual Curiosity – a strong data-driven mind-set with an ability to analyze audience feedback and sentiment through feedback mechanisms.
- Supplier Management - experience managing external agency relationships and other support vendors.
- A calm operator – able to keep a cool head and prioritize while working in a fast-paced, multi-project environment.
Experience Required:
- A Communications Leader – with proven experience driving high-impact communications for new services or technology product launches.
- A natural affinity for data - adapts for personas and continually optimizes tactics for capturing data.
- Digitally Savvy – future focused with experience of creating video content and virtual experiences.
- Collaborative Approach - Enables front-line teams with toolkits, talking points and training.
- Hands-on experience with email distribution, virtual meetings, team collaboration, visual design, and project management tools such as Canva, Figma, Visio, or Asana.
- Experience delivering an enterprise-wide service supporting multiple functions on a large scale.
- Bachelor's degree in Communications, Marketing, Business, or a related field
Experience Preferred:
- A comprehensive understanding of the travel and expense industry ecosystem, how the industry operates and its unique characteristics and systems would be a benefit to this role.
- Working knowledge of the priorities and working tasks of a fast-paced global expense management team.
Other Requirements:
- This role needs to go into an office 5x per week.
- Candidate must be based in Arlington, VA
- Potential for up to 10% travel.
Don't meet every single requirement? Here at FESTIVE ROAD, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.