Technology Change Enablement & Communications Analyst
First Horizon Bank
Memphis, TN
JOB DETAILS
SKILLS
A/B Testing, Agile Programming Methodologies, Analysis Skills, Banking Regulations, Banking Services, Blackout Periods, Brokerage, Cadence, Campaigns, Capital Markets, Change Management, Channel Strategies, Coaching, Commercial Banking, Communication Skills, Continuous Improvement, Corporate Policies, Customer Experience, Documentation, Federal Laws and Regulations, Finance, Financial Services, Fixed Income Investments, Frequently Asked Questions (FAQ), Human Resources, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Knowledge Management, Leadership, Metadata, Metrics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft SharePoint, Microsoft Word, Mortgage, Multitasking, Organizational Skills, Presentation/Verbal Skills, Private Banking, Regulations, Release Notes, Retail, Risk, Risk Analysis, Risk Management, Small Business, Software Development Lifecycle (SDLC), Source Code/Configuration Management (SCM), State Laws and Regulations, Strategic Planning, Taxonomies, Team Player, Technical Leadership, Technical Operations, Time Management, Train-the-Trainer, Wealth Management, Writing Skills
LOCATION
Memphis, TN
POSTED
2 days ago
Location: Onsite in Memphis, TN; Lafayette, LA or New Orleans, LA
Weekly Schedule: Monday-Friday, 8am-5pm
The Technology Change Enablement & Communication Analyst within the Technology Business Office accelerates the associate side of change for technology initiatives by driving clear, timely, and measurable communications and by establishing rigorous documentation practices. This role ensures that impacted associates understand what is changing, why it matters, and how to adopt new ways of working-protecting the client experience and reducing people-related risk. The Analyst builds end-to-end change strategies, training frameworks, and a robust communications and documentation framework that integrates into delivery lifecycles and the Technology Business Office's governance. The role needs to have a pulse on people - they must be open and friendly.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Communications Strategy and Delivery
o Build and own initiative-level and portfolio-level communication strategies, including a communication matrix and stakeholder segmentation
o Translate complex technology and risk concepts into clear, plain-language messages and visuals; tailor for audience literacy and role. Ensure accessibility and inclusive language standards (e.g., readability, WCAG-conscious assets where applicable).
o Define channel strategy and cadence, including escalation and crisis/cutover communications for releases and maintenance windows
o Establish and support sponsor and leader communications: talking points, town hall decks, leader toolkits, and "message maps" that enable consistent messaging through the hierarchy.
o Produce core artifacts: comms briefs, campaign plans, FAQs, release notes, change advisories, training invitations, reminder series, and post-implementation updates; align to change and release calendars.
o Measure communication effectiveness (delivery/adherence, open and click-through, engagement, comprehension checks, sentiment, support ticket trends); run A/B tests and iterate based on insights.
Documentation and Knowledge Management
o Establish a single source of truth in approved repositories (e.g., SharePoint/Confluence); implement version control, metadata/taxonomy, and document lifecycle (draft, review, approved, retired) with records retention and auditability.
o Author or coordinate creation of end-user and operations-facing artifacts: quick reference guides, step-by-step job aids, knowledge base articles, process documentation, and service transition packages.
Change Strategy and Planning
o Conduct stakeholder and impact assessments; define change approach, resourcing, risk mitigations, and success metrics aligned to business outcomes and the client/associate experience.
o Integrate change milestones into Agile/SDLC plans and the change calendar; coordinate blackout periods and cutover planning with Technology, Operations, Risk, and Business partners.
Training and Enablement
o Participate in Train the Trainer courses to help facilitate existing and new initiatives
o Work with Human Resources to build job career paths for Information Technology
o Facilitate leadership training for Information Technology associates. Build learning tracks for associates to help with long term growth and retention.
o Coordinate Information Technology's intern program each semester.
Culture and Continuous Improvement
o Coach associates and leaders on effective messaging, documentation quality, and change sponsorship behaviors.
o Run retrospectives and content reviews; standardize improvements into playbooks, templates, and guidance for future initiatives.
• Participates in ad hoc projects as assigned.
• All other duties as assigned.
SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities
COMPLIANCE
Ability to comprehend and adhere to federal and state banking regulations, company policies and procedures, and successfully participate in regulatory and company training requirements via multiple and variable delivery methods.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:
1. Bachelor (4-year college) degree in Business, Finance, or similar discipline. Advanced degree in communications, business, Human Resources or related field is a plus.
2. 2-4 years coordinating organizational change management for technology-enabled initiatives with a strong emphasis on enterprise communications and documentation
3. Strong presentation (oral and written communication) skills
4. Experience with MS Office - Excel, PowerPoint, Outlook, Word.
5. Team orientation and excellent interpersonal skills.
6. Strong organizational skills with the ability to manage multiple tasks and meet deadlines.
CERTIFICATES, LICENSES, REGISTRATIONS
• ProSci change management practitioner certification is a plus
About Us
First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com .
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
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