Senior communications analyst job description

The Reimagine Work team is seeking a Senior Communications Analyst to help drive alignment and adoption across the company's most strategic program, the Product and Technology Agile Transformation.

The Reimagine Work team is the driving force behind Visa's transformation of Product and Technology toward Enterprise Agility. We are building and operationalizing the business processes and tools to enable transparency, faster decision making, and agility in delivery of Visa products and services. This is a large-scale effort, reaching 5,000+ team members.

The ideal candidate has experience with transformation, large-scale communications programs, leadership alignment efforts, stakeholder and employee engagement, change readiness and impact assessment analysis.

This person will be responsible for leading the design, development and delivery of organizational communications and facilitating cultural change for the Product and Technology Agile Transformation. Responsibilities include:

Create and deliver focused communications solutions to effectively communicate to stakeholder audiences, including establishing appropriate strategies, defining key messages, executing and managing delivery.

Develop high quality memos, site pages, presentations, and infographics for communication to stakeholders at all levels (including C-Level). Liaise with Corporate Communications, the Transformation Office, and other stakeholders in managing reviews and approvals.

Ensure program documentation drives clarity and alignment for stakeholders on what is changing, who it affects, what's in it for them, and what is expected of them.

Support the Change Management Organization to develop change programs and apply behavioral tools to assess the impact of change on organizations, using assessments of organizational culture, performance, and readiness for change.

Coordinate with Visa University to develop and deploy user adoption/training programs for enterprise-wide process and tooling changes related to the Agile Transformation.

Facilitate feedback loops for the program in which results are compared to targets, and learnings are identified and applied.

Maintain the team's communication channels including shared mailboxes, SharePoint sites, and Chatter groups.

Support the team as needed for other communications from newsletter to infographics to project related announcements.
This role is based in Foster City, CA.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Responsible for providing plan administration, participant communications and customer service support as directed by the Assistant Director, Benefits. The Senior Benefits Administration and Communication Analyst investigates and provides Tier III customer responses and escalated issues and also utilizes this experience to provide input to address issues as needed. Responsibilities will include functioning as project lead for several key benefit initiatives during the year and also provides lead plan administration as directed by the Associate Director (ex. disability plan). In addition, this role has full supervisory responsibility for assigned Benefits Specialist positions, including oversight of Benefit Specialists' timely and accurate response to Service Now case management customer inquiries.
Work Performed

* Functions as supervisor for the Benefits Specialist position including staff selection, retention, orientation, development, evaluation, timecards, and coaching. Together, this responsibility as well as the one described below are the two key responsibilities that distinguish this position from that of the Analyst.
* Functions as the project lead for several key benefits initiatives (such as the annual benefits statement or open enrollment) and also provides lead plan administration as directed by the Associate Director or has the leadership and responsibility to assure service excellence and timely response related to the Serve Delivery/Case Management system.
* Support the Assistant Director, Benefits and Associate Director by collecting, organizing, analyzing and reporting plan related data, such as eligibility, utilization, demographics, etc.
* Acts as Tier III customer service consultant handling complex benefits issues that require specialized knowledge and research to determine facts and potentially judgment to resolve issues.
* Tracks and monitors the customer service levels provided by Benefits in response to Tier III escalated issues.
* Performs core plan administration activities such as complex calculations and escalated transactional support for customers. Leverages technology effectively in performing plan administration activities while striving for continuous process improvement.
* Manages the day-to-day interaction with carriers and vendors on plan administration, escalating issues to the Plan Managers as necessary.
* Assists in drafting employee communications with respect to new benefits or to provide continuing education for existing plans.
* Identifies employee communications and educational needs using experience gained while handling Tier III calls.
* Provides training support to assist with educating participants, or other HR staff. Stays current on applicable laws and regulations to help ensure compliance with all federal and state legislation relating to benefits.
* Develops current understanding of legislative changes and implement requirements of new legislation as directed by the Plan Managers.
* Provides support to Managers for special projects, including open enrollment, performing research and other tasks as needed.
* Performs other related duties incidental to the work described herein.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Minimum Qualifications

Education:

Work requires communication, analytical and organizational skills generally acquired through completion of a bachelor's degree program preferable in Human Resource Management or a related field.

Experience:

Work requires three years' experience in a business/professional role. Employee benefits/HR practical experience preferred. Must be proficient in computer software and the latest electronic technology OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Nearest Major Market: Durham

Nearest Secondary Market: Raleigh