Head of Change Management for Marketing Transformation, Executive Director

Lead people-first change in the age of AI—shaping new ways of working and building a strategic change management framework that scales across the organization. Partner with leaders and teams at every level to drive alignment, adoption, and lasting capability.

As a Head of Change Management for Marketing Transformation at JPMorganChase, you will build and lead Marketing’s Organizational Change Management function from the ground up, establishing the strategy, operating model, standards, and measures of success. You will manage a team of change practitioners delivering end-to-end change planning and execution across the project lifecycle, and you will serve as a trusted advisor to senior sponsors and stakeholders to translate strategy into actionable adoption plans. You will define and manage key performance indicators and reporting (readiness, adoption, engagement, and value realization) to guide decisions and continuously improve outcomes. Where appropriate, you will guide responsible use of AI-enabled solutions to improve processes and accelerate change outcomes.

Job responsibilities

• Build and scale Marketing’s Organizational Change Management function, including operating model, governance, intake, standards, methodology, and toolkits.
• Lead cross-functional change delivery and remove adoption barriers across end-to-end value chains.
• Translate ambiguity into scoped outcomes, impacts, risks, and intervention plans tied to measurable benefits.
• Own integrated enablement strategy, including sponsor coaching, communications, training, and reinforcement for initiatives of all sizes.
• Advise and influence senior leaders to drive alignment on decisions, accountabilities, and adoption expectations.
• Create executive-ready narratives and communications that motivate action and sustain momentum.
• Establish adoption and value measurement (key performance indicators and dashboards) and use insights to continuously improve change outcomes.
• Build and lead the Organizational Change Management team and infrastructure, coaching practitioners and ensuring delivery quality.
• Build change capability and community, including a champions network and practitioner bench strength.
• Promote change culture and define and track a measurable change maturity strategy.
• Guide responsible AI-enabled adoption and workflow integration with appropriate governance

Required qualifications, capabilities and skills

• 8+ years of relevant experience leading transformation and/or change management in large, complex organization
• Prosci or other change management certification
• Build and scale Marketing’s OCM function (operating model, governance, intake, standards, methodology, toolkits).
• Lead cross-functional change delivery and remove adoption barriers across end-to-end value chains.
• Translate ambiguity into scoped outcomes, impacts, risks, and intervention plans tied to measurable benefits.
• Own integrated enablement strategy (sponsor coaching, communications, training, reinforcement) for initiatives of all sizes.
• Advise and influence senior leaders; drive alignment on decisions, accountabilities, and adoption expectations
• Create executive-ready narratives and communications that motivate action and sustain momentum.
• Establish adoption and value measurement (KPIs/dashboards) and use insights to continuously improve change outcomes.
• Build and lead the OCM team and infrastructure; coach practitioners and ensure delivery quality and guide responsible AI-enabled adoption and workflow integration with appropriate governance.
• Build change capability and community (champions network; practitioner bench strength) and promote change culture and define/track a measurable change maturity strategy.

Preferred qualifications, capabilities and skills

• Demonstrated success leading portfolio-level change across multiple concurrent initiatives in a matrixed organization; proven ability to lead cross-functional collaboration across various stakeholder groups.
• Strong background in marketing operating models and marketing transformation (e.g., agile marketing, campaign/creative workflow modernization), program/project management experience
• Experience driving adoption of AI, analytics, and automation tools, including workflow integration and behavior change across diverse personas.
• Advanced capability in adoption measurement and value realization, including KPI design, dashboards, and linking change outcomes to business benefits.
• Experience building and sustaining change networks and communities of practice (champions, super-users, practitioner bench).
• Strong executive communications and narrative development skills; able to influence decisions with concise storytelling and data.
• Familiarity with growth mindset, design thinking and experimentation methods to improve employee experience and adoption.

Additional Information

• Experience standing up and scaling an OCM function (operating model, governance, intake, standards, measurement).
• Prosci Train-the-Trainer certification and/or experience delivering Prosci-based programs at scale.
• Adult learning / enablement expertise, such as instructional design, curriculum development, learning product management, or enablement program ownership.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission‑based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on‑site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most‑used digital solutions – all while ranking first in customer satisfaction.

Marketing & Communications teams shape the firm’s brand and protect and grow the firm’s excellent reputation across the world. They deepen relationships with customers through shared passions with a best in class portfolio of partnerships including Madison Square Garden, The Chase Center & the US Open. Through the use of data and analytics, they create and deliver marketing campaigns or servicing messages through Chase.com, the mobile app, and paid media channels based on what is best for the customer.

People first change leader shaping a framework for AI ways of working, driving adoption, alignment, and capability across all levels.