Customer Change Management & Communications Manager (R-19799)

We need to produce HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Remove boilerplate, navigation, legal, EEO, etc. Also remove application instructions. Keep substantive info. We need to parse the posting. First paragraph: "Shape the Future with Dun & Bradstreet At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers." That's about the company, could be "About the role"? Actually "About the role" is more about the job description. The initial paragraph is more about company overview. Could be considered "About the role"? Might be better to put under "About the role" as description of the role? But the posting says "The Customer Change Management & Communications Manager is responsible for defining and governing the intake, assessment, and communication of customer-facing change initiatives across Dun & Bradstreet." That's the role description. Thus we can have:

About the role

with paragraph summarizing role responsibilities? Actually responsibilities are separate. We could put the initial company overview under "About the role"? Might be better to have "About the role" containing the description of the role: "The Customer Change Management & Communications Manager is responsible for defining and governing the intake, assessment, and communication of customer-facing change initiatives across Dun & Bradstreet. This role establishes a global, centralized 'change funnel' framework ensuring that material and breaking customer-impacting changes are properly assessed, segmented, and supported through the appropriate communication and enablement channels. The role drives consistency, accountability, and improved customer experience by ensuring change initiators provide the required customer impact assessments, enablement content, and support models before customer communications are executed. Working closely with Customer Success, Sales, Product, Legal, Marketing, and Client Learning & Adoption teams. This role owns the communication strategy across digital, hybrid, and white-glove delivery models, and partners with the Digital CSM function to execute scalable, high-quality customer communications and change adoption programs." That seems appropriate. Then Responsibilities: list bullet points from "Key Responsibilities:" section. We need to extract each bullet. Key Responsibilities list: - Program manage complex, customer-impacting changes originating from Product, Data, Analytics, Technology, Commercial, Legal, and Strategic Initiative teams. - Driving governance, structure, and accountability across every stage of the change lifecycle. - Partner with business stakeholders to build strategic customer enablement plans for each change initiative, defining the right support model, milestones, success criteria, and escalation paths. - Translate complex technical, data, and product changes into clear, actionable narratives. Success Managers (CSM), Account Executives (AE), and other customer-facing teams can confidently deliver to customers. - Develop customer-facing team training and enablement (talk tracks, playbooks, FAQs, scenario guides) so CSMs and AEs can navigate detailed change conversations thoughtfully. - Design and govern the customer change intake and funnel framework, ensuring initiating teams provide the required inputs (impact assessment, entitlement/usage data, customer actions, support model) before communications begin. - Determine the appropriate customer engagement model for each change — No Communication, Digital, Hybrid, or White Glove — and orchestrate execution across communication channels and delivery teams. - Partner with the Digital CSM, Client Learning & Adoption, and Marketing teams to align communications, training, and adoption content into a unified customer experience. - Establish escalation processes, readiness checkpoints, and clear "what good looks like" standards with business partners to drive predictable, high-quality customer outcomes. - Build a repeatable library of change management playbooks, templates, and enablement assets that scale across recurring initiative types (e.g., partner changes, platform migrations, data model updates). - Define and monitor program success metrics — customer awareness, action completion, CSM/AE readiness, and downstream retention or adoption impact — and use insights to improve future change execution. - Provide support for customer journey communications to support high-touch Digital CSM outreach, ensuring messaging is aligned with customer lifecycle stages and enablement goals. We need to put each as

inside

. Next: Skills and/or Certifications Needed: This is a mix of qualifications and skills. We can split into Requirements (education, experience) and Skills (specific abilities). The instruction says use headings: Requirements, Qualifications, Skills. We need to decide what goes where. Typically Requirements: education, years experience. Qualifications: certifications, maybe. Skills: abilities. Let's extract: "Bachelor's degree in Communications, Business, Marketing, Change Management, Organizational Development, or a related discipline required." "5+ years of experience in customer communications, change management, program management, customer success operations, or related customer-facing disciplines." "Strong understanding of customer change management frameworks and methodologies (Prosci or equivalent preferred)." "Excellent written and verbal communication skills, with the ability to translate complex product, data, and technical changes into clear, actionable customer messaging." "Experience developing and executing customer-facing communication programs across multiple channels (email, in-app, community, digital platforms)." "Strong program and project management skills with the ability to manage multiple concurrent change initiatives." "Experience partnering with Product, Legal, Marketing, Customer Success, and Sales in a matrixed, global environment." "Experience with CRM and marketing automation platforms (Salesforce, Gainsight, Marketo, Journey Orchestrator, or similar)." "Strong analytical mindset with the ability to leverage entitlement, usage, and engagement data to inform communication strategies." "Familiarity with Voice of Customer platforms (Qualtrics, CustomerGauge) is preferred." "Change Management certification (Prosci, ACMP, or similar) is preferred." "Experience with AI-enabled content creation and automation tools is an advantage." "Proficiency in Microsoft Office Suite skills" "Show an ownership mindset, be a problem solver, be curious and be inspired to take action. Proactive, seeks ways to collaborate and connect with people and teams in support of driving success. Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs." "Fluency in English and languages relevant to the working market." We need to decide sections. Maybe:

Requirements

with education and years experience.

Qualifications

with certifications and maybe preferred qualifications like familiarity with Voice of Customer platforms, Change Management certification, AI-enabled content creation, etc.

Skills

with the rest: communication skills, program management, analytical mindset, CRM experience, ownership mindset, etc. But we need to avoid thin sections. Could combine Qualifications and Skills if not enough content. However we have enough. Let's decide: Requirements: - Bachelor's degree in Communications, Business, Marketing, Change Management, Organizational Development, or a related discipline. - 5+ years of experience in customer communications, change management, program management, customer success operations, or related customer-facing disciplines. Qualifications: - Change Management certification (Prosci, ACMP, or similar) preferred. - Familiarity with Voice of Customer platforms (Qualtrics, CustomerGauge) preferred. - Experience with AI-enabled content creation and automation tools is an advantage. - Proficiency in Microsoft Office Suite. Skills: - Strong understanding of customer change management frameworks and methodologies (Prosci or equivalent preferred). - Excellent written and verbal communication skills, with ability to translate complex product, data, and technical changes into clear, actionable customer messaging. - Experience developing and executing customer-facing communication programs across multiple channels (email, in-app, community, digital platforms). - Strong program and project management skills with ability to manage multiple concurrent change initiatives. - Experience partnering with Product, Legal, Marketing, Customer Success, and Sales in a matrixed, global environment. - Experience with CRM and marketing automation platforms (Salesforce, Gainsight, Marketo, Journey Orchestrator, or similar). - Strong analytical mindset with ability to leverage entitlement, usage, and engagement data to inform communication strategies. - Show an ownership mindset, be a problem solver, be curious and be inspired to take action. Proactive, seeks ways to collaborate and connect with people and teams in support of driving success. - Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs. - Fluency in English and languages relevant to the working market. Now Benefits: we have a list. Benefits We Offer bullet list: - Generous paid time off in your first year, increasing with tenure. - Up to 16 weeks 100% paid parental leave after one year of employment. - Paid sick time to care for yourself or family members. - Education assistance and extensive training resources. - Do Good Program: Paid volunteer days & donation matching. - Competitive 401k with company matching. - Health & wellness benefits, including discounted Wellhub membership rates. - Medical, dental & vision insurance for you, spouse/partner & dependents. We should include Benefits section. Pay and Schedule: Not mentioned, so we omit those sections. Now we need to output only HTML fragment, no extra text. We'll wrap sections in

and then

or

• . For About the role: we can put a

  containing the description. For Responsibilities:

  • ... etc. For Requirements:
    • ... etc. For Qualifications:
      • ... etc. For Skills:
        • ... etc. For Benefits:
          • ... etc. Make sure to not include any boilerplate like "Explore opportunities at dnb.com/careers." That's part of About the role? Actually that's a call to action; we should remove application instructions. The line "Explore opportunities at dnb.com/careers." is like a navigation/link; we should drop it. Also the initial sentence "Shape the Future with Dun & Bradstreet At Dun & Bradstreet, we believe data has the power to create a better tomorrow." That's company overview; we can include in About the role? Might be okay but it's more about company. However we can include it as part of About the role description. It's not boilerplate; it's substantive about the company. We'll keep. We need to ensure we don't repeat job title as heading. We are not. Now produce HTML. Let's craft. About the role paragraph: combine the company overview and role description? Might be long but okay. We'll write:

            At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. The Customer Change Management & Communications Manager is responsible for defining and governing the intake, assessment, and communication of customer-facing change initiatives across Dun & Bradstreet. This role establishes a global, centralized 'change funnel' framework ensuring that material and breaking customer-impacting changes are properly assessed, segmented, and supported through the appropriate communication and enablement channels. The role drives consistency, accountability, and improved customer experience by ensuring change initiators provide the required customer impact assessments, enablement content, and support models before customer communications are executed. Working closely with Customer Success, Sales, Product, Legal, Marketing, and Client Learning & Adoption teams. This role owns the communication strategy across digital, hybrid, and white-glove delivery models, and partners with the Digital CSM function to execute scalable, high-quality customer communications and change adoption programs.

            Now Respons