Digital Services Transformation – Canadian Government Department
About this project – A year-long engagement that achieved the following goals:
- Created a new data analytics department
- Delivered Agile training to 100 project leaders
- Led sessions with leaders to define digital behaviours for the organization along with implementation tactics
- Implemented a new suite of tools to improve service management analytics and processes
- Transitioned a 100% onsite call center to remote operations due to COVID 19
My role: Change Management Lead
- Organizational design – collaborated with analytic subject matter experts to design and launch a new analytics department with 25 staff
- Agile training – Developed and facilitated a series of full day Agile training sessions for leaders across the organization
- Digital behaviours – Designed a digital behaviour assessment that was completed by teams and leaders to self-assess and assess other teams’ digital maturity, then created a change management plan to guide adoption of new behaviours for leaders
- Engagement program – Designed and delivered a communications and training program to transition staff (100 in 4 locations) from old manual ways of working to new methods using a series of new digital tools
- Service management – Created a new key performance indicator strategy for the call center and delivered a change management program to transition the call centre to a new technology, and ways of working that focuses on the service experience and improved performance
- Designed a change management COE, transition plan, and created a comprehensive change management toolkit for the COE to deliver change management programs independently in the future
Digital Service Transformation – Canadian Hospital Network
About this project: An eighteen month long project that achieved the following goals:
- Restructured a department to create a shared services team
- Implemented Oracle ERP and a new timekeeping digital solution
My role: Change Management Lead
- Organizational communications – designed and collaborated with internal communicators to engage 10,000 staff members to raise awareness and understanding of the changes that would affect their day to day jobs
- Training – oversaw the creation of training material for the new technology systems, and coordinated training delivery across the organization
- Change network – upskilled and engaged a network of change agents to support change management efforts across teams
- Knowledge transfer and project team engagement – Managed training from the technical project team to client to help ensure sustainability of the technology after launch, eliminating reliance on external parties. Hosted a series of team social activities to build relationships, recognize positive contributions, and build trust over the project lifespan.
HR transformation, Service Strategy and Change Center of Excellence – Global Airline
About this project: A year-long project that achieved the following:
- Implemented Workday HR to improve HR processes and HR services
- Launched a change management center of excellence to guide internal change initiatives and reduce reliance on consultants
- Improved the service experience in call centers
My role: Change Management Lead
- Guided HR staff across more than 20 global sites to adopt new HR processes
- Assessed change impact and readiness to inform the change management strategy
- Created a change management toolkit and delivered training to the organization after go-live
- Designed a communications and training program to enable the adoption of the new technology
- Designed a change center of excellence and trained staff in change management tools and approaches
- Facilitated sessions with call center leaders across 5 countries to identify service behaviours and process improvements
National change management training – Professional Services
About this project: Designed and delivered change management training to the change management experts in this national consultancy
My role: Training Lead
- Designed a full day training session that involved subject matter experts in change analytics, industry lead, and senior leadership
- Facilitated training across 6 provinces, and to 150 change management professionals
Hybrid Ways of Working and Space Optimization Project – Canadian Municipality
About this project and my role:
- Guided the policy update and change management efforts required to support an organization through the introduction of hybrid work, and subsequently with maturing collaboration and communication practices in a hybrid work environment
- Worked with leaders to update HR and facilities policies and practices
- Assessed change impact and change management needs during space optimization efforts aimed to reduce office footprint with 3 different building locations affecting 1000 staff members
- Coordinated, designed and delivered a series of change leadership and education sessions and resources for leaders
Corporate Social Responsibility – UK Business Interest Group
About this project: A public and business-focused campaign to encourage up to 500 small, medium and large organizations across the UK to adopt socially responsible practices.
My role: Stakeholder Engagement Lead
- Strategic plan change management – Created change management plans for the organizations to transition to a new series of strategic priorities
- Public event planning – Planned and coordinated public events that featured high-profile business and celebrity panelists
- Sustainability strategy workshops – planned and facilitated workshops with clients to strategize ways to become more sustainable
- Social media – wrote frequent social media and blog posts to contribute to the public conversation on corporate social responsibility
- Strategic plan change management – Created change management plans for the organizations to transition to a new series of strategic priorities
Leadership and Talent Development – Canadian Municipality
About this project:
- Launched new performance management tools and processes to increase productivity, feedback and recognition
- Launched a mentorship program for all staff
My role: Program and Change Management Lead
- Program design – Collaborated with SAP technical experts to inform the design of a new performance development solution
- Communicated and engaged with 100 leaders to adopt a new performance development and feedback
- Training – Designed and oversaw delivery of training events to leaders to learn how to use the new tool and processes
- Designed and launched a new mentorship program for all 5,000 staff members
Sustainability Transformation – UK Health Network
About this project – A six-month project to achieve the following:
- Assessed the sustainability and maturity of operational practices and equipment and procurement policies and processes
- Designed a behavior change program and toolkit for the organization to guide adoption of new behaviours and practices
- This partnership created a new service offering between the Transformational Change Consulting practice and the Corporate Sustainability Consulting practice at a global consultancy
My Role: Behavioural Change Manager
- Conducted an organizational readiness assessment and change impact assessment to define the scale, scope and potential risk factors involved in guiding change for these series of operational improvements and recommendations
- Created a behavioural change strategy and designed a change management toolkit in partnership with the client to enable them to facilitate the change
Digital HR Transformation – Two Canadian Public Service Organizations
About this project: An eighteen month long project to implement SAP and Sodales solutions across two organizations in parallel, and 6000 staff members.
My role: Change Management Lead
- Co-created the design with leadership vision and key messages for stakeholder communications
- Designed and delivered communications and engagement activities across many virtual and in person channels
- Engaged a 40 person change network to guide the change locally across both organizations
- Oversaw the design and delivery of training activities to upskill both organizations with the new solution
- Created a change management toolkit for the organizations to guide change in the future
HR Transformation – Fortune 500 Pharmaceutical Organization
About this project: An eighteen month long project to implement Workday HR for 30,000 staff members across 15 countries
My role: Change Management Lead
- Co-created the design with leadership vision and key messages for stakeholder communications
- Assessed change impact to inform the change management strategy, factoring in cross-cultural engagement needs
- Designed and delivered communications and engagement activities across 15 countries, involving virtual and in person events
- Engaged a 100 person change network to guide the change locally
- Oversaw the design and delivery of training activities to upskill all stakeholders
- Created a change management toolkit for the organization to guide change in the future
Operational transformation – North American automotive parts supplier
About this project: This was a year-long project to deploy SAP Finance and Operations to warehouse and sales sites across Canada and the United States to improve processes through digitization and modernization
My role: Change management Lead
- Engaged leaders and the change network (50 people) in the design of the solution, in the design of the communications and training program, and then delivered train-the-trainer sessions to the change network so they could engage staff (5000) across all sites with the new processes and tools
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