Change and Communications Lead (Bangkok or KL Based - Relocation Provided)

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 Learning & Development, 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 operate at the intersection of strategy, execution, and leadership. This is a high-impact role requiring you to design and implement comprehensive change strategies while influencing stakeholders at all levels. Your ability to navigate ambiguity and drive complex, multi-layered transformations will directly shape CEG’s ability to adapt and thrive in a dynamic business environment. 

• Strategize and Navigate Complexity: Develop and execute tailored change management frameworks for CEG’s most strategic and intricate projects. Work with senior stakeholders to deliver transformation initiatives that involve shifting mindsets, introducing cutting-edge tools, and embedding new processes, ensuring organizational alignment at every step. 

• Create High-Impact Communications: Craft communication strategies that address diverse audiences across geographies, balancing clarity with complexity. Anticipate resistance and ensure messaging not only informs but inspires, unites, and drives measurable results. 

• Solve Problems Proactively: Collaborate with cross-functional teams to identify risks and challenges before they escalate. Leverage analytics and operational insights to design proactive solutions that mitigate disruption and accelerate change adoption. 

• Build Influence Across Stakeholders: Establish credibility and trust with senior leadership, acting as a thought partner who understands their priorities and delivers solutions that exceed expectations. Manage competing demands with diplomacy while maintaining laser focus on organizational goals. 

• Leverage Insights to Drive Change Initiatives: Utilize employee feedback to gather insights and provide actionable recommendations, driving operational efficiency, aligning with change initiatives, fostering trust, and enabling informed decision-making through continuous feedback loops 

• Lead Transformation Projects: Tackle high-stakes initiatives, driving behavioral and cultural shifts that align with CEG’s vision. Your expertise will enable you to navigate organizational complexity and deliver results in fast-moving, often ambiguous environments. 

• Be a Change Advocate: Champion the adoption of change management best practices across the organization. Empower teams to embrace change, ensuring resilience and readiness for the challenges ahead. 

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 and Kuala Lumpur based position. Relocation support will be provided.