Communications & People Engagement Lead
Description -
The Communications & People Engagement Lead is a strategic partner responsible for shaping organizational culture, driving employee engagement, strengthening leadership communications, and enabling successful change adoption across the Global Customer Care Centers (CCC) organization.
This role serves as the connective tissue between leadership, employees, and business priorities assuring that communication is not merely informational, but transformational. The individual will design and execute integrated communication, engagement, culture, recognition, and change management strategies that foster connection, transparency, inclusion, and organizational effectiveness across a globally distributed workforce.
The role requires a highly creative, customer-centric, and influential communications professional capable of translating business priorities into meaningful employee experiences that build trust, drive alignment, accelerate adoption of change, and strengthen employee commitment to organizational goals.
Working closely with Customer Care Center leadership, Operations, Quality, Training, HR, Communications, and other business stakeholders, the Communications & People Engagement Lead will help build a connected, resilient, engaged, and future-ready workforce while elevating employee experience across all care center locations.
Key Responsibilities
1. Strategic Communications
Organizational Communications Strategy
Develop and execute integrated communications strategies aligned to CCC business priorities, transformation initiatives, and organizational objectives.
Serve as the primary communications advisor to CCC leadership, shaping messaging that drives clarity, engagement, and alignment.
Build annual communication roadmaps and engagement calendars supporting strategic priorities.
Ensure consistent, timely, and effective communication across global teams, sites, and functions.
Establish communication standards, governance, and best practices across the organization.
Executive & Leadership Communications
Develop executive-level messaging, presentations, speeches, town halls, leadership updates, and employee communications.
Support leadership engagement sessions, all-employee meetings, fireside chats, podcasts, and interactive forums.
Partner with leaders to strengthen visibility, accessibility, and connection with employees.
Coach leaders on communication effectiveness, storytelling, and employee engagement approaches.
Communication Content Management
Own and manage end-to-end communication channels and content strategies.
Create and distribute: Newsletters
Leadership updates
Internal campaigns
Employee stories
Organizational announcements
Transformation communications
Recognition communications
Ensuring content reflects organizational values, culture, and customer-focused priorities.
2. Storytelling, Branding & Employee Advocacy
Strategic Storytelling
Develop compelling narratives that connect employees to purpose, customers, business outcomes, and organizational strategy.
Translate complex business concepts into engaging, relatable, and actionable content.
Create storytelling frameworks that highlight innovation, customer impact, quality, transformation, and employee success.
Employee & Customer Impact Stories
Identify and amplify stories showcasing employee contributions, customer outcomes, operational excellence, and business impact.
Partner with leaders and teams to celebrate achievements and successes across geographies.
Build internal advocacy programs that increase employee pride and organizational connection.
Creative Content Development
Lead innovative communication approaches leveraging:
Visual storytelling
Infographics
Video communications
Digital campaigns
Podcasts
Interactive experiences
Executive narratives
Employee spotlights
Social and collaboration platforms
3. Employee Engagement & Culture
Employee Experience Strategy
Design and implement programs that…