AI Operations & Enablement Analyst What if you could redefine what's possible? With us, you can. With us, you can. You want Purpose. Growth. Opportunity. People who get it. We are the home of ambitious, passionate, and innovative world shapers.

With an unmatched breadth and depth of engineering, advisory and science based expertise, our global minds unite to power local solutions. We are pathfinders and impact makers. We are Visioneers. We are WSP.

The Opportunity - Build the Future with Us The AI Operations & Enablement Analyst ensures support readiness by creating knowledge base content and delivering targeted enablement for the Service Desk and OSS to improve first-contact resolution. The role also measures and communicates impact by tracking adoption/value metrics, analyzing trends to remove barriers, and producing dashboards and leadership readouts with clear recommendations.

Your Impact You will

- Maintain a governed, searchable library of approved playbooks and prompts (version control, change notes, and deprecation of outdated patterns).
- Create and maintain knowledge base articles (how-to, troubleshooting, known issues, escalation paths) to keep the Service Desk and OSS ready to support AI tools and products.
- Deliver targeted enablement for support teams (walkthroughs, office hours, and release briefings) to reduce time-to-resolution and improve first-contact support.
- Track and report adoption and value metrics (usage, retention, feature penetration, time saved), including segmentation by persona, region, and business line.
- Analyze trends to identify adoption barriers and opportunities; recommend targeted actions such as new playbooks, training updates, or product feedback.
- Produce dashboards and monthly/quarterly leadership readouts that connect adoption metrics to outcomes, risks, and recommended next steps.

The Skills That Set You Apart You bring:

- Demonstrated success working in a matrixed environment, aligning priorities across teams to execute shared goals.
- Experience developing and maintaining reusable AI playbooks and prompt patterns, including version control, change notes, and retirement of outdated content.
- Working knowledge of responsible AI and safe-use practices (privacy, confidentiality, data handling) and the ability to embed quality and verification guardrails into enablement materials.
- Strong technical writing skills with experience producing knowledge base content (how-to, troubleshooting, known issues, escalation paths) and applying content standards/taxonomy to keep information easy to find.




- Proven ability to enable support teams with a focus on improving first-contact resolution and time-to-resolution.
- Strong analytical skills with experience tracking adoption and value metrics (usage, retention, feature penetration, time saved) and segmenting insights by persona, region, and business line.
- Experience producing dashboards and leadership readouts that connect metrics to outcomes, risks, and clear recommendations.
- Ability to identify adoption barriers, synthesize root causes, and drive improvements through updated playbooks, targeted enablement, and actionable product feedback.

Title: AI Operations & Enablement Analyst Location: CHL-SANTIAGO Other Locations: CO-CU-Bogotá D.C., AR-M-Mendoza, MX-MX-Ciudad de México, PE-LIM-Lima, BR-SP-São Paulo Requisition ID:

About the Role Join WSP's global journey to enable responsible and effective AI adoption across the organization. We are looking for an AI Change Enablement & Communication Lead to play a key role in driving adoption of AI capabilities by shaping how we communicate, enable, and support behavioral change across our teams. This is a highly visible, integral role where you will work across functions and regions to ensure AI is understood, adopted, and used effectively throughout business.

The Opportunity

As the AI Change Enablement and Communications Lead, you will design and execute targeted change and communication strategies that address behaviors, barriers, and clearly articulate 'why it matters' to the organization. You will be instrumental in translating AI capabilities into practical, human-centered messaging that supports real adoption and impact.

Key Responsibilities - Develop and execute AI change enablement and communications strategies aligned with business priorities

- Define key audiences, desired behaviors, barriers, and interventions to drive adoption
- Own internal communications, including campaigns, announcements, leader toolkits, and recurring updates
- Produce executive-level communication materials summarizing impact, progress, and next steps
- Translate AI capabilities into clear, practical messaging and real use cases




- Gather frontline feedback and continuously refine strategies based on insights
- Promote responsible AI use, including awareness around privacy, confidentiality, security, and governance
- Measure engagement and adoption through defined KPIs and adjust strategies accordingly
- Facilitate workshops and enablement sessions across a distributed, global organization Skills and Qualifications Required - 5 years of experience in change management, internal communications, digital adoption, or transformation enablement
- Experience supporting technology, digital, or AI-related initiatives
- Proven ability to design and execute structured change plans (audiences, behaviors, barriers, interventions)
- Strong storytelling and communication skills, with experience developing multi-channel campaigns and leadership materials
- Ability to operate at an executive level, translating complex topics into clear, actionable insights
- Strong stakeholder management skills across multiple functions (IT, Product, HR, Communications, Legal, Business)
- Data-driven mindset, with experience measuring adoption and iterating based on insights
- AI fluency: ability to explain capabilities, limitations, and use cases in a practical and accessible way
- Experience promoting responsible and safe use of technology
- Strong facilitation skills in multicultural and distributed environments
- Advanced English (Spanish or Portuguese is a plus) Preferred - Bachelor's degree in Communications, Business, HR, Organizational Development, Marketing, or related field
- Certifications such as Prosci, ADKAR, CCMP, PMP or similar Why this Role?
- Opportunity to shape AI adoption at a global scale
- High visibility with senior stakeholders and leadership teams
- Work at the intersection of AI, people, and organizational transformation
- Collaborate with multicultural, cross-functional teams across regions
- Drive real impact in how technology is understood and used across the organization About Us WSP is a global leader in engineering and professional services. We are committed to innovation, collaboration, and delivering impactful solutions worldwide. This role is part of our broader transformation journey, where technology and people come together to shape the future of our organization.

Title: AI Change Enablement & Communication Lead Location: CHL-SANTIAGO Other Locations: CO-CU-Bogotá D.C., AR-M-Mendoza, BR-RJ-Rio de Janeiro, MX-MX-Ciudad de México, PE-LIM-Lima, BR-SP-São Paulo Requisition ID:

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