Change Management Consultant

About the role

The role involves owning organizational change management (OCM) delivery end-to-end across the AI-Powered HR Service Delivery program. This initiative retires the legacy assistant and stands up Moveworks as the single, permissions-aware AI front door for employee support.

Responsibilities

• Own the comprehensive OCM strategy and plan for the program — defining the change approach, governance integration, sponsorship roadmap, and adoption-measurement framework using ADKAR or equivalent structured methodology, in fast-paced delivery toward a fixed GA deadline.
• Build stakeholder impact assessments across process, tool, role, and audience dimensions, identifying high-resistance segments, and change magnitude early.
• Own communications production end-to-end — developing message strategy, creating publish-ready campaigns, drafting leadership materials, and executing reinforcement communications for a multilingual, multi-site employee audience, delivered through Salesforce Marketing Cloud and SharePoint.
• Design and develop the Moveworks enablement curriculum and content — foundational awareness, role-based quick guides, and in-flow adoption nudges for both employees and HRSD / ITSM agents — all built personally, without an instructional-design team — plus a distinct track for deskless / store / DC audiences who cannot be reached through standard LMS assignment.
• Own the trust-and-adoption arc for agentic automation — sequencing change activation so employees trust “Know” (cited search) before “Do” (task execution with human-in-the-loop approval) scales; addressing over-automation and “wrong answer” fears directly. This is the thinnest, highest-risk part of the program — the role must solve it.
• Build and operate a change champion network across HQ, stores, DCs, and call centers — recruiting champions credible to their own peers and arming them to carry adoption where corporate messaging does not reach.
• Drive GA readiness and adoption reinforcement — establishing readiness criteria, GA and hypercare communications, and a reinforcement plan that prevents fallback to old habits and manual workarounds after the Moveworks transition.
• Execute program reporting and governance participation — regular status into program governance, coordination with the technical program manager and product lead, and strategy alignment with the OCM Lead.
• Manage the compressed activation window and phased waves — by sequencing change activation across the phased waves (Sept parity ? Dec new automations ? Jan GA ? monthly waves through 2027) and protecting against user saturation, mindful of peak-retail change-freeze windows.

Qualifications

• 5+ years of change management experience, with a minimum of 3 years supporting enterprise HR, IT service, or employee-experience technology implementations.
• Demonstrated track record driving adoption of a net-new AI, self-service, or conversational tool across a large, multi-site workforce — including deskless / non-desk populations (store, DC, call center) where standard levers such as manager enforcement and LMS assignment are weak. It must be a demonstrated strength, not a growth area.
• A record of creative, low-friction adoption solutions — inventing resourceful ways to reach and activate distributed, multilingual audiences and to build trust in automation that acts on a user’s behalf.
• Penned ability to own change strategy from scratch AND execute it end-to-end — no reliance on separate instructional-design or communications resources. This person is a team of one.
• HRSD / ITSM / conversational-AI platform fluency — ServiceNow, Moveworks, Aisera, or comparable — sufficient to engage users on platform concepts from week one without technical onboarding.
• Strong proficiency applying ADKAR or equivalent structured change methodology within condensed golive timelines and high stakeholder expectations.
• Penned ability to manage concurrent workloads under a fixed deadline — sequencing communications to prevent audience fatigue and message conflicts across phased wave.
• Strong executive communication skills — comfortable drafting on behalf of senior HR and technology leadership for enterprise-wide distribution.
• Bachelor’s degree in Business, Human Resources, Communications, Information Technology, or related field.