Job Title Change Adoption Lead Central Global Commercial Cards Replatforming

Role Purpose

Own and drive the central change and adoption capability for the Global Commercial Cards Replatforming programme new issuer processor and cards management system Youll create the change framework tools and cadence that markets use to deliver local business readinesswhile directly coaching and coordinating market teams through rollout waves to achieve safe compliant adoption with minimal customer disruption

Reporting Line Key Relationships

Reports to Programme Director or Programme Change Lead

Works closely with Market TransformationCOO teams Product Operations Servicing SalesRMs Technology Data Risk Compliance Legal Finance TrainingComms VendorProcessor implementation teams

Scope

Central ownership of change and adoption across multiple markets and rollout waves

Establishes and governs the market readiness approach including entryexit criteria deliverables and adoption measurement

Provides handson support for priority markets eg first movers highvolume markets during key stages design signoff UAT cutover hypercare

Key Accountabilities

1Change Strategy Framework Standards Central Ownership

Define and maintain the programme Change Adoption Strategy aligned to programme delivery operational risk appetite and market variability

Produce the standard change methodology for markets templates guidance minimum requirements and recommended accelerators

Set what good looks like for adoption including principles for communications training reinforcement and performance support

2Market Readiness Governance Delivery Oversight

Establish a crossmarket readiness governance cadence checkpoint calls readiness reviews wave planning

Define and manage readiness entryexit criteria for key milestones eg market mobilisation readinesstotest readinesstomigrate golive exit hypercare

Track and challenge readiness status dependencies and signoffs across markets escalate blockers with clear options and impacts

3Impact Assessment Operating Model Change

Lead the creation of the global impact assessment process people controls tooling and provide a structure for markets to localise it

Coordinate crossfunctional inputs Ops Service Product Tech Risk to maintain a single version of truth for changes to

Servicing journeys authorisations disputeschargebacks fraud billing reporting

Operational procedures and handoffs

Rolesresponsibilities and training needs

Ensure impacts are translated into actionable readiness tasks for each market

4Stakeholder Management Change Network

Build and run a programmewide change network market change leadschampions super users SMEs

Equip markets with engagement packs and run enablement sessions whats changing what to prepare how to measure adoption

Manage senior stakeholder communications and ensure consistent messaging across geographies

5Communications Training Enablement Central Build Market Localise

Own the central communications narrative and collateral core story FAQs key messages comms calendar for markets to adapt

Define the training approach and minimum standards coordinate development of shared training assets with SMEs and vendors

Set up tracking for training completion and effectiveness ensuring markets have reinforcement plans clinics floorwalking office hours

6Adoption Measurement Insights Continuous Improvement

Capture lessons learned from pilotsearly markets and continuously improve the playbook comms and training materials

Support hypercare with structured feedback loops into ProductTechOperations for fixes and enhancements

7Risk Controls Regulatory Readiness Change Perspective

Partner with RiskComplianceLegal to ensure change deliverables support local control requirements and evidence needs

Ensure markets maintain appropriate audit trails of readiness activities approvals and communicationstraining completion

Surface crossmarket themes eg highrisk process changes and recommend mitigations

Key Deliverables

Programme Change Adoption Strategy central

Market Readiness Playbook templates minimum deliverables checkpoints entryexit criteria

Global change impact assessment and market localisation pack

Communications toolkit narrative FAQs key messages calendar frontline scriptsQRGs

Training standards shared training assets completion tracking approach

Adoption readiness dashboard with wavelevel reporting

Hypercare adoption plan and reinforcement toolkit

Lessons learned repository and playbook iteration plan

Skills Experience

Essential

Significant experience leading changeadoption for large complex technology and operating model transformations ideally with multimarket rollouts

Demonstrated abil

Skills

Mandatory Skills : Scope & Change Management