Change Communications Lead

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world!

Job Summary. As the global change communications lead, you will drive our ongoing evolution toward an integrated, data-informed and workflow-led communication experience. Reporting to the global change communications manager, you will shape how we embed messaging directly into user workflows, including our evolving CRM ecosystem, while continuing to provide strategic, human-centric change counsel to the business.

First, you will help integrate operational change information into existing LPS workflows, tools and systems, utilising AI enablement, automation and standardised content types to surface information at the point of need. You will act as a primary communication architect for our communication channel strategy, blending traditional change management with modern marketing communication tactics to seamlessly integrate messaging into audience workflows.

Second, you will focus your human communications expertise on strategic business partnering, developing compelling narratives and supporting transformational change.

You will be passionate about translating complex business changes into creative, engaging communication strategies.

While the manager shapes the overall operating model, you will be the senior practitioner who executes this vision, utilising technology to scale repeatable activity while applying your communication craft to ensure complex transformation lands with clarity and impact.

Key Job Responsibilities and Duties

• Execute a global change communications strategy: develop and deliver creative, effective change communication strategies that maximise audience (Local Partner Services) understanding and adoption, ensuring alignment with the broader business transformation priorities.
• Tech-enabled operational comms: drive the integration of operational change information into existing LPS workflows and systems, utilising AI, automation and standardised templates to scale repeatable content and surface information in context.
• Transformational narrative development and plans: craft the overall change narrative and create robust communications plans for larger, more complex change programmes. Link different change portfolios to ensure joined-up messaging, adapting the message for different audiences and operational contexts.
• Strategic partnering: act as a strategic advisor to change owners, product teams and the change management team to clarify the purpose, behavioural expectations and adoption approach for complex changes.
• Peer mentorship: as a senior individual contributor, share your knowledge and experience with team members (such as change communications specialists), championing best practices, inclusive language and helping the team grow in their roles.
• Data-driven measurement: actively source, measure and present employee feedback, channel performance and adoption signals. Use these quantitative and qualitative insights to continuously recalibrate communication activities and channels for impact.
• Ecosystem improvement: support the Manager in continuously evolving the communication ecosystem, including recommending new innovative tools, channel strategies, UX/UI improvements and governance standards.

Role Qualifications and Requirements:

• Advanced relevant job knowledge (5+ years). Solid experience in internal, change, or transformation communications within a complex, matrixed global organisation.
• Strong interest and practical ability in utilising AI, automation and digital platforms to improve communication efficiency, scalability and content quality.
• An understanding of how to evolve communication beyond standalone channels, with experience integrating information into employee workflows and systems.
• Exceptional ability to translate complex change initiatives into clear, engaging narratives for multilingual and multicultural global audiences.
• Skilled in stakeholder engagement and feedback loops, confident influencing up to the director level and able to use data to challenge constructively and drive decision-making.
• Strategic thinker with the hands-on ability to execute across multiple channels and formats with limited supervision and contribute to long term vision
• Proven ability to architect and manage communications channel strategy, utilising UX/UI principles to optimise user experience, reduce digital friction and delivery information seamlessly.
• Familiarity with change management principles and how communication drives adoption
• With limited supervision, ability to use quantitative and qualitative data to support a feedback informed change communications approach and drive decision making
• Strong initiative and problem solving skills: finds facts to support arguments; seeks to find root causes; seeks solutions from self or others

Benefits & Perks - Global Impact, Personal Relevance: Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Inclusion at Booking.com :

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

Read all about Inclusion and the Employee Resource Groups (ERGs) at Booking.com here

Career Development Opportunities

• Learn more about Your Career Journey here.
• Become a Mentee and benefit from a mentoring relationship with a more experienced person to help you identify and achieve your professional and personal development goals.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.