Sr Manager, Change Management

Sr Manager, Change Management

This job is a member of the Customer Experience Innovation and Delivery Team within the Customer Experience Division. Responsible for leading a team focused on ensuring change initiatives meet objectives on time and on budget by increasing employee adoption and usage. Will specialize on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. Primarily responsible for leading the team that creates and implements change management strategies and plans that maximize team member adoption and usage and minimize resistance. Works to drive faster adoption, higher ultimate utilization of and proficiency with changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.

Develops and implements change management strategies and programs for a broad range of initiatives. Collaborates with corporate development team, designs, applies and adapts a structured methodology to lead change management initiatives. Builds change readiness capability throughout the organization. Partners with CEID solutions teams ensuring change management activities are integrated into each project plan. Supports the execution of plans by training, comms and change management teams. Continuously develops knowledge of business processes, in order to assist in identifying when changes in systems, processes or software applications should be initiated. Provides direct support and coaching to all levels (leaders, Change Champions, and staff) and creates and maintains lines of communication between business, stakeholders, and other change management groups to prepare them for the transition through change impacts, walkthroughs, tool demos, etc. Applies a structured methodology and leads change management activities. Applies a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative. Supports communication efforts. Supports the design, development, delivery and management of communications. Assesses the change impact. Conducts impact analyses, assess change readiness and identify key stakeholders. Supports training efforts. Provides input, documents requirements and supports the design and delivery of training programs. Completes change management assessments. Identifies, analyzes and prepares risk mitigation tactics. Identifies and manages anticipated resistance. Consults and coaches project teams. Creates actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan. Supports and engages senior leaders. Coaches managers and supervisors. Supports organizational design and definition of roles and responsibilities. Coordinates efforts with other specialists. Integrates change management activities into project plan. Evaluates and ensures user readiness. Manages stakeholders. Tracks and reports issues. Defines and measures success metrics and monitor change progress. Supports change management at the organizational level. Manages the change portfolio.

All you'll need for success Minimum Qualifications- Education & Prior Job Experience Bachelor's degree or equivalent training/experience 7 years of experience in Organizational Change Management Experience leading high-performing teams Change management experience in large market companies Experience working directly with senior executives Experience managing outside vendors and budgets Experience preparing and delivering executive-level presentations Experience in data gathering and analysis Familiarity with project management approaches, tools and phases of the project lifecycle Experience with large-scale organizational change efforts Preferred Qualifications- Education & Prior Job Experience Master's degree Change management certification or designation Experience designing and implementing large scale training programs Skills, Licenses & Certifications Solid understanding of how people go through a change and the change process Experience and knowledge of change management principles, methodologies and tools Excellent active listening skills Ability to clearly articulate messages to a variety of audiences Ability to establish and maintain strong relationships Ability to influence others and move toward a common vision or goal Flexible and adaptable; Ability to work in ambiguous situations Resilient and tenacious with a propensity to persevere Forward looking with a holistic approach Organizational skills with an inclination for planning strategy and tactics Ability to problem solve and identify root cause Ability to work effectively at all levels in an organization Must be a team player and able to work collaboratively with and through others Acute business acumen and understanding of organizational issues and challenges