Global Change Communications Manager - Accommodations Business Unit

Role Description:

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.

As a Global Change Communication Manager, you are responsible for shaping, evolving and embedding a cohesive change communications strategy across Partner Services, ensuring operational and transformational change is understood, adopted and acted on by LPS audiences globally.

This role leads the continued evolution of change communications from initiative-led communication into a more integrated, data-informed and workflow-led experience. You will play a key role in ensuring LPS colleagues receive the right information, at the right time, in the right context, with a continued focus on reducing noise, improving clarity and increasing the effectiveness of change adoption.

A key future focus of the role is to mature the Change Communications function across two connected areas.

First, the role will continue to lead the integration of operational change information into existing LPS workflows, tools and systems. This includes using AI enablement, automation, standardised content types and scalable communication processes to ensure repeatable operational change information can be created, governed and surfaced more efficiently at the point of need.

Second, the role will ensure that human communications expertise is increasingly focused where it adds the most value: strategic business partnering, stakeholder influence, narrative development and supporting transformational change in close partnership with the Change Management Team. As operational and standardised communications become more automated and workflow-integrated, the team’s human judgement, craft and expertise should be focused on shaping complex change communication, advising senior stakeholders and influencing how transformation lands with LPS audiences.

This means the role is not only responsible for communication delivery, but for helping to shape the future operating model of change communications across Partner Services. The successful candidate will need to be confident using technology to simplify and scale repeatable communication activity, while also bringing the senior judgement, communication craft and stakeholder credibility required to advise on complex transformation and business change.

You will own and evolve the LPS change communication ecosystem, including the standards, governance, channels, content types, measurement approach and stakeholder engagement required to support global operational and transformational change.

You will lead the Change Communications Team, coaching and developing them while building the team’s capability to operate as strategic partners to change owners, product teams, operational leaders, regional stakeholders and the Change Management Team. You will be responsible for ensuring the team can translate complex change into clear, actionable and audience-relevant communication that supports business outcomes.

You bring proven experience in employee communication, transformation communication, change adoption and stakeholder partnering within a complex, global and multi-office environment. You are comfortable operating at both strategic and executional levels: setting direction, challenging constructively, building scalable systems, and ensuring that communication activity directly supports operational understanding, behavioural change and business impact.

In this role, you will be passionate about modernising how change is communicated, using technology, automation, AI, data and audience insight to create simpler, more effective communication experiences for employees, while helping to bring the unique culture of Booking.com to all offices.

Key Responsibilities and Duties:

• Lead the global change communication strategy for Partner Services, ensuring communication activity supports the LPS Experience ambition and broader business transformation priorities.
• Define and mature the future operating model for Change Communications, balancing AI-enabled operational communication delivery with high-value strategic business partnering.
• Lead and develop a high performing team of Change Communication Specialists, providing direction, feedback, coaching and development opportunities.
• Partner with senior stakeholders, change owners, product teams, operational leaders, regional teams and the Change Management Team to develop holistic communication strategies that drive understanding, adoption and action.
• Lead the continued integration and innovation of operational change information into existing LPS workflows, tools and systems, ensuring information is surfaced in context and at the point of need.
• Drive a balanced communication model that leverages AI, automation, and standardized workflows to scale repeatable operational content, while focusing human expertise on high-value strategic areas such as transformation narratives, stakeholder influence, and complex change adoption.
• Partner closely with the Change Management Team to position communications as a strategic lever for shaping, influencing, and landing transformational change, while advocating for its role in driving adoption, operational readiness, employee experience, and business performance.
• Act as a strategic advisor to change owners and senior stakeholders - to clarify the purpose, audience impact, behavioural expectations, and adoption approach for complex change, while challenging constructively and advising on the most effective ways to land initiatives with LPS audiences.
• Continue to evolve and innovate the LPS change communication ecosystem, including communication standards, channel strategy, governance, measurement and content operating models.
• Articulate the change narrative for key programmes and priorities, adapting the message for different audiences, regions, leadership levels and operational contexts.
• Serve as a core member of the LPS Enablement management team, leading and partnering closely to function as a unified, high-performing, and cross-craft team.
• Develop internal relationships and alliances across Internal Communications, Product, Operations, Commercial Excellence, regional teams, and other relevant functions to ensure alignment of strategy and delivery.
• Oversee the measurement and evaluation of change communication activity, including channel performance, engagement, adoption signals, and qualitative feedback, to derive meaningful insights that drive improvements in communication strategy, content quality, channel effectiveness, and stakeholder decision-making.
• Ensure shared understanding of communication standards, content quality, inclusive language and channel principles across the team and with key stakeholders.
• Manage supplier, vendor or cross-functional relationships where required to support channel, technology or content delivery.

Qualifications & Skills:

• Strategic Change & Transformation Communication: 8+ years experience defining and driving the communications strategy for large-scale organisational transformation at a senior level.
• Team Leadership & Analytical Mindset: 5+ experience leading high-performing teams, managing budgets/vendors, and using data-driven insights (analytics, feedback, and adoption signals) to continuously measure and improve communication impact.
• Operating model design: 3+ years of experience evolving communications operating models. Proven ability to assess, redesign, and optimize workflows and governance to increase agility, improve quality, and align communication capabilities with business strategy and technological maturity.
• Ability to consolidate multiple commercial, operational and strategic workstreams into an integrated transformation narrative that provides employees with a clear understanding of how individual initiatives contribute to the organisation’s long-term direction.
• Demonstrated expertise in maintaining this narrative over time, ensuring communications remain strategically aligned, reinforce business priorities, and drive sustained adoption, engagement and organisational alignment throughout the transformation journey.
• Stakeholder Influence & Facilitation: Demonstrated ability to build trust, influence senior stakeholders, and coach leaders, with strong facilitation skills and the willingness to constructively challenge to improve communication outcomes.
• Modern Communication Operations: Strategic mindset focused on evolving communication ecosystems beyond standalone channels, including expertise in integrating information into workflows, systems, and tools.
• AI-Enabled Communication Strategy & Innovation: Proven ability to define and deliver an AI-enabled strategy that transforms change communication. You leverage AI, automation, and digital platforms to streamline content creation, accelerate execution, and integrate operational information directly into employee workflows. You identify opportunities to use technology to enhance speed and scale, ensuring human expertise is focused on high-value areas like strategic narrative development, stakeholder influence, and organizational judgment.
• Editorial & Content Excellence: Exceptional writing and editorial skills, capable of distilling complex business, product, or process information into simple, compelling narratives and assets for diverse global audiences.

Inclusion at Booking.com:

Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding 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.”

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process

• Let’s go places together: How we Hire

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, colour, 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.