Head Of Crm & Customer Value Management
hace 5 días
Valencia
Valencia, Spain Full time R IQVIA With approximately 90,000 employees in more than 100 countries, IQVIA is a leading global provider of advanced analytics, technology solutions, and clinical research services for the healthcare industry. IQVIA Healthcare Consulting Services supports healthcare organizations in driving innovation, operational excellence, and sustainable transformation, helping clients improve outcomes for patients and healthcare professionals. IQVIA is looking for a Change Management Director based in Valencia to lead the change management, communications, stakeholder engagement and adoption strategy for large-scale digital transformation programs within public healthcare organizations in the Valencian Community. This is a senior leadership role responsible for defining and executing the overall change management strategy, ensuring successful adoption of new healthcare technologies, processes and ways of working across complex and highly regulated healthcare environments. The successful candidate will serve as the primary client-facing lead for change management activities, oversee multidisciplinary teams, and ensure all contractual change management, communication, training, and adoption objectives are successfully delivered and evidenced. The role requires extensive experience leading organizational transformation initiatives, strong consulting and stakeholder management capabilities, and a proven track record delivering measurable adoption outcomes within healthcare or public sector environments. • Lead the Change Management workstream across complex healthcare transformation and digitalization programs., • Define and implement enterprise-wide change management strategies aligned with project and organizational objectives., • Conduct organizational impact assessments across processes, roles, governance structures, and organizational culture., • Establish and oversee the change management roadmap across all project phases, including initiation, design, deployment, go-live, stabilization, and optimization., • Design and execute stakeholder engagement strategies for executive leadership, operational management, healthcare professionals, administrative users, and external stakeholders., • Own and manage the communications strategy, ensuring effective messaging, engagement channels, feedback mechanisms, and communication governance., • Lead the design, governance, and delivery of change management workshops and adoption activities throughout the transformation lifecycle., • Build and manage networks of champions, super users, and reference users to support adoption across healthcare organizations., • Define and oversee training strategies and learning frameworks tailored to different user groups and organizational audiences., • Ensure successful coordination with training teams to deliver large-scale training activities and monitor user participation and completion metrics., • Identify organizational resistance, adoption barriers, and cultural challenges, implementing mitigation plans and targeted interventions., • Develop and maintain adoption measurement frameworks including readiness assessments, KPIs, success metrics, surveys, interviews, utilization indicators, and reporting dashboards., • Monitor and report on adoption performance, organizational readiness, and change effectiveness to project governance committees and executive stakeholders., • Oversee benefits realization activities, ensuring measurable outcomes are tracked against agreed baselines and transformation objectives., • Partner closely with functional, technical, program management, and clinical teams to ensure alignment between organizational, operational, and technology implementation goals., • Maintain accountability for contractual deliverables related to change management, training, communications, and stakeholder engagement., • Provide executive-level guidance and thought leadership to clients regarding organizational transformation and change adoption best practices., • Support business development activities, proposal development, client presentations, and strategic consulting opportunities., • MECES Level 2 academic qualification (Bachelor's Degree, Engineering Degree, Licentiate Degree, or equivalent)., • Minimum of 10 years of experience leading change management initiatives within consulting, healthcare, technology transformation, or public sector environments., • Minimum of 5 years in leadership roles managing complex transformation programs and multidisciplinary teams., • Demonstrated experience leading change management activities for large-scale digital transformation or healthcare technology implementation projects., • Extensive experience designing and executing organizational change strategies, communication plans, stakeholder engagement programs, and adoption frameworks., • Strong experience with change management methodologies such as Prosci ADKAR, Kotter, ACMP, APMG, or equivalent frameworks., • Demonstrated experience defining and managing adoption measurement models, including KPIs, readiness assessments, dashboards, and reporting mechanisms., • Strong stakeholder management experience, including engagement with senior executives, healthcare leadership, operational management, and end users., • Experience designing and governing enterprise-wide communication and engagement programs., • Experience developing training frameworks and coordinating training delivery at scale., • Understanding of organizational design, process transformation, and operating model changes., • Ability to translate complex technical and functional changes into meaningful organizational impacts and adoption actions., • Strong facilitation, presentation, negotiation, and executive communication skills., • Excellent analytical, problem-solving, and client relationship management capabilities., • Ability to manage multiple priorities within complex, fast-paced project environments., • Native Spanish and professional-level English., • Master's Degree in Business Administration, Organizational Psychology, Health Management, Public Administration, or related discipline., • Formal Change Management certification (Prosci, ACMP, APMG, or equivalent)., • Project Management certification (PMP, Prince2, MSP, or equivalent)., • Experience leading change management programs within public healthcare organizations., • Experience supporting Electronic Health Record (EHR), interoperability, digital health, or healthcare platform implementations., • Experience building and managing super-user, champion, or reference-user networks., • Experience with benefits realization and value measurement frameworks., • Experience managing communications and adoption activities within large public-sector transformation programs., • Knowledge of healthcare operational processes and clinical workflows., • Experience with learning management systems, e-learning programs, and digital learning solutions. At IQVIA, you will have the opportunity to lead transformational healthcare programs that directly impact patients, healthcare professionals, and public health systems. You will work alongside multidisciplinary teams, leveraging industry-leading expertise in healthcare, digital transformation, analytics, and consulting to help create a smarter and more connected healthcare ecosystem. IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. As part of this culture, IQVIA is committed to ensuring effective equality between women and men, integrating it as a strategic principle in its corporate and human resources policies. IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide. To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us. EEO Minorities/Females/Protected Veterans/Disabled #J-18808-Ljbffr
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