Change Management Analyst II - Remote

Overview

The Change Management Analyst (CMA) plays a key role in supporting transformation of Global Customer Operations by analyzing business needs, assessing impacts, and implementing strategies to drive employee adoption and proficiency, particularly focusing on integrating generative AI into workflows.

In Short

• Assess impacts of proposed changes at organizational, process, and role levels.
• Map stakeholders, conduct readiness assessments, and analyze feedback for risks.
• Develop and execute change management plans, including communication, training, and engagement.
• Collaborate with Change Coalition roles and project/operations leaders.
• Monitor adoption metrics and create leadership reports.
• Craft targeted communications to clarify the purpose of AI initiatives.
• Advise leaders on employee sentiment and adoption challenges.
• Partner with Learning & Development to design and deliver training programs.
• Track change effectiveness, adoption rates, and engagement.
• Contribute to organizational change management capability and maturity.

Requirements

• Bachelor’s degree in organizational development, Marketing, Business Administration, Human Resources, or a related field.
• 2–4 years of experience in change management or business analysis.
• Proven ability to plan and execute change management initiatives.
• Digital and AI-fluent with experience using generative AI tools.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Advanced facilitation skills.
• Knowledge of change management methodologies is a plus.
• Ability to build strong relationships and influence stakeholders.
• Proficient in Microsoft Office tools.

Benefits

• Healthy work/life balance.
• Wellbeing initiatives.
• Shared parental leave.
• Study assistance and sabbaticals.
• Country-specific benefits.