Senior Manager, Change Management & Customer Experience Transformation
Core
Lead large-scale business and digital transformations with a focus on AI-enabled operating model change, customer and employee experience transformation, and organizational readiness.
Role type
Senior Manager, Change Management & Customer Experience Transformation
Builds
Enterprise change strategies, future-state operating models, adoption frameworks, and executive communication programs for global CPG clients.
Domain
Consulting / Digital Transformation / Customer Experience / AI Adoption
Required skills
Enterprise change management strategy, stakeholder analysis, organizational readiness evaluation, executive workshop facilitation, communications strategy, training program design, adoption measurement, AI workflow integration, human-centered design thinking, CPG industry knowledge
Preferred skills
MBA or advanced degree, Prosci/Kotter/ADKAR frameworks, service design, journey mapping, marketing transformation experience
Technologies
AI tools, adoption dashboards, change management frameworks
Responsibilities
Develop enterprise change management strategies for digital and AI transformations; Partner with experience strategists to translate future-state experiences into organizational requirements; Design role-based experience journeys and future-state operating models; Create 'What's In It For Me' narratives and workforce readiness plans; Develop executive communication strategies and leadership engagement plans; Build change champion networks and stakeholder engagement models; Mentor junior consultants and contribute to practice growth
Seniority
Senior Manager, hands-on IC with strategic leadership
