Communications Lead, Contact Center Transformation
About the role
2.5 Year Fixed-Term
About Us
The Travel Corporation (TTC) has been “Driven by Service” for over 100 years, crafting immersive and responsible travel experiences across 70 countries. We combine exceptional service, passion, and purpose to deliver award winning journeys that create life changing moments for our guests.
The Opportunity
We’re launching a 2½ year contact center transformation, new systems, streamlined processes, and a sharper sales focus. As our Communications Lead, you’ll turn that vision into simple, compelling messages and tools that keep every team member informed, engaged, and championing change from day one.
Key Responsibilities
- Design and execute an overarching plan to support the 2½ year transformation, ensuring alignment with program goals and organizational guidelines.
- Partner with project teams to craft and deliver clear, targeted communications that drive adoption, address resistance, and reinforce the transformation vision.
- Produce essential materials, program updates, FAQs, talking points, leadership briefs, and success stories, that translate complex changes into concise, engaging messages.
- Identify core audiences (agents, team leads, managers, IT, HR, leadership) and tailor channels and messages to their needs.
- Equip managers with toolkits and cascade messaging so they can confidently communicate change to their teams.
- Establish metrics and feedback loops to gauge effectiveness, adjust tactics, and report results to program leadership.
Qualifications
- Bachelor’s degree in Communications (or related field)
- 2–5 years’ experience in internal/change communications, with proven success on system implementations or cultural initiatives
- Exceptional written storytelling skills, translating complex information into clear, audience appropriate messages
- Strong stakeholder management and interpersonal abilities across all organizational levels
- Familiarity with internal communication platforms (e.g., Teams, intranet) and basic skills in visual content (infographics or video snippets)
- Highly organized, proactive, and capable of managing multiple priorities in a fast paced environment
The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation
At The Travel Corporation, we're not just a company; we're a family of brands dedicated to shaping unforgettable travel experiences that leave a positive impact. With a legacy spanning 100 years, we lead the way in responsible travel, curating unique local experiences, and ensuring seamless, enjoyable journeys.
As the driving force behind responsible tourism, our TreadRight Foundation funds sustainable projects globally. Guided by our sustainability strategy, 'How We Tread Right,' we infuse purpose into everything we do, from our offices to our tours.
Join our exceptional team as we seek new talent to elevate the world of travel. Your passion for travel, commitment to our incredible community of people, and shared purpose in sustainability and volunteering can make a meaningful difference.
Communications Lead, Contact Center Transformation
About the role
2.5 Year Fixed-Term
About Us
The Travel Corporation (TTC) has been “Driven by Service” for over 100 years, crafting immersive and responsible travel experiences across 70 countries. We combine exceptional service, passion, and purpose to deliver award winning journeys that create life changing moments for our guests.
The Opportunity
We’re launching a 2½ year contact center transformation, new systems, streamlined processes, and a sharper sales focus. As our Communications Lead, you’ll turn that vision into simple, compelling messages and tools that keep every team member informed, engaged, and championing change from day one.
Key Responsibilities
- Design and execute an overarching plan to support the 2½ year transformation, ensuring alignment with program goals and organizational guidelines.
- Partner with project teams to craft and deliver clear, targeted communications that drive adoption, address resistance, and reinforce the transformation vision.
- Produce essential materials, program updates, FAQs, talking points, leadership briefs, and success stories, that translate complex changes into concise, engaging messages.
- Identify core audiences (agents, team leads, managers, IT, HR, leadership) and tailor channels and messages to their needs.
- Equip managers with toolkits and cascade messaging so they can confidently communicate change to their teams.
- Establish metrics and feedback loops to gauge effectiveness, adjust tactics, and report results to program leadership.
Qualifications
- Bachelor’s degree in Communications (or related field)
- 2–5 years’ experience in internal/change communications, with proven success on system implementations or cultural initiatives
- Exceptional written storytelling skills, translating complex information into clear, audience appropriate messages
- Strong stakeholder management and interpersonal abilities across all organizational levels
- Familiarity with internal communication platforms (e.g., Teams, intranet) and basic skills in visual content (infographics or video snippets)
- Highly organized, proactive, and capable of managing multiple priorities in a fast paced environment
The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation
At The Travel Corporation, we're not just a company; we're a family of brands dedicated to shaping unforgettable travel experiences that leave a positive impact. With a legacy spanning 100 years, we lead the way in responsible travel, curating unique local experiences, and ensuring seamless, enjoyable journeys.
As the driving force behind responsible tourism, our TreadRight Foundation funds sustainable projects globally. Guided by our sustainability strategy, 'How We Tread Right,' we infuse purpose into everything we do, from our offices to our tours.
Join our exceptional team as we seek new talent to elevate the world of travel. Your passion for travel, commitment to our incredible community of people, and shared purpose in sustainability and volunteering can make a meaningful difference.