Communications Lead – Contact Center Transformation (Hybrid/Remote)

2.5-Year Fixed-Term (with potential for extension)

Position Summary

We are seeking an experienced and dynamic Communications Lead to design and drive communication strategies that keep employees informed, engaged, and inspired throughout this transformation. This role is pivotal in building understanding, reducing resistance, and ensuring all employees feel supported as the organization evolves.

Key Responsibilities

• Communications Strategy: Develop and execute a holistic communications plan that aligns with the transformation’s goals and the organization’s communication standards.
• Stakeholder Engagement: Identify and segment internal audiences (agents, leaders, IT, HR, etc.) to deliver targeted communications that address specific needs.
• Channel Management: Oversee and optimize internal channels (email, intranet, team meetings, virtual events, digital signage, internal social media) for maximum impact.
• Change Communications: Partner with project teams to ensure messaging supports change adoption and addresses potential resistance.
• Content Development: Craft engaging content across multiple formats, including transformation updates, FAQs, talking points, success stories, dashboards, leadership presentations, and internal social posts.
• Employee Readiness: Coordinate with training teams to communicate upcoming learning opportunities, schedules, and readiness checkpoints to build confidence.
• Leadership Enablement: Provide frontline leaders with communication toolkits and cascade messaging to reinforce transformation priorities.
• System Rollouts: Lead communication for the implementation of multiple new systems, ensuring clear end-user guidance and benefits messaging.
• Sales Culture: Create campaigns that drive adoption of a sales mindset, including messaging around targets, incentives, and best practices.
• Milestone Recognition: Develop campaigns that celebrate key achievements and highlight team contributions.
• Crisis Communications: Prepare contingency messaging for potential issues, delays, or setbacks.
• Feedback & Measurement: Implement feedback loops and track communication effectiveness, adjusting as needed.
• Brand Alignment: Ensure all communications adhere to brand standards and maintain a consistent tone of voice.
• Collaboration: Work closely with cross-functional partners (Transformation PMO, Operations, Training, IT, HR, Sales) to deliver unified messaging.

Qualifications

• Bachelor’s degree in communications, Marketing, Public Relations, Journalism, or a related field.
• 2–5 years of experience in corporate, internal, or change communications, ideally in large-scale transformation environments.
• Proven ability to develop and execute communication strategies for system implementations, process changes, and cultural shifts.
• Strong writing and storytelling skills, with the ability to translate complex information into clear, engaging messages.
• Proficiency in managing editorial calendars and multi-channel content strategies.
• Experience with internal communication tools (e.g., Viva Engage, Teams).
• Basic graphic design or video editing skills (e.g., infographics, short videos).
• Strong interpersonal and stakeholder management skills with the ability to influence at all levels.
• Highly organized, proactive, and comfortable 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.