Communications/Change Lead

• background/drug check required We are seeking an Internal Program Communications and Change Lead to lead internal communications and change management for implementation of the Next Generation Complaint Handling program. This critical and highly visible role reports to the Sr Program Director Complaint Handling Next-Generation for Customer Quality. As a Communication and Change lead, you will shape how we inform, engage, and inspire our global employee community as we navigate the transformational journey of implementing a new Complaint Handling system. Your work will help foster a strong sense of purpose and connection—linking employees to Mission, business priorities, and each other. You will develop communication strategies that elevate the voice of leadership, cultivate culture, and support transformation across a dynamic, global organization. Key Responsibilities:

• Strategic Communication Planning:

Design and implement innovative internal communications strategies that align with values and business priorities.

• Executive Communications:

Partner with senior leaders to develop compelling narratives, messaging, and presentations that clearly communicate vision, direction, and change.

• Storytelling & Content Development:

Craft engaging, high-impact content across various channels—including videos, blogs, intranet stories, speeches, and newsletters—that resonate with employees globally.

• Change Communications:

Lead internal communications for key transformation and change initiatives, ensuring employees understand, support, and champion new directions.

• Employee Engagement:

Develop campaigns, content, and programming that build transparency, trust, and a vibrant employee community.

• Event Strategy & Support:

Support major internal events—such as town halls, leadership summits, and employee forums—to ensure alignment and message impact.

• Measurement & Insights:

Use feedback and analytics to evaluate communication effectiveness and continuously improve clarity, reach, and engagement.

• Cross-functional Partnership:

Collaborate with HR, DEI, Marketing, and other business teams to ensure message alignment and consistency. Serve as a strategic communications partner to the Customer Quality and individual business units impacted through the implementation of the Next Generation Complaint Handling program. Must Have: Minimum Qualifications

• Bachelor’s degree with a minimum of 8 years of relevant experience
• OR
• Advanced degree with a minimum of 5 years of relevant experience

Nice to Have: Preferred Qualifications

• Proven track record leading internal communication strategies in complex, matrixed, and global environments
• Exceptional writing, storytelling, and editorial skills
• Experience advising and influencing senior executives
• Strong project management and organizational abilities
• Demonstrated success in employee engagement and change communications
• Background in healthcare, medtech, or a highly regulated industry
• Advanced degree or certification in Communications, Organizational Psychology, or Change Management
• Knowledge of organizational behavior, change theory, and employee engagement practices
• Proficiency in digital communication platforms and analytics tools

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $45 - $65 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location. Apply tot his job