CX Transformation & Change Manager

Core Responsibilities

• Lead cross-functional Design Thinking workshops with leaders across Product, Sales, Operations, and Customer Success.
• Break down our current customer experiences and design a new, seamless digital journey.
• Ensure that when we introduce new automated tools to our customers, they remove friction and feel like a natural, helpful extension of our brand.
• Build and lead the strategy to help drive change with customers and employees supporting those customers.
• Identify where employees or customers might feel confused or hesitant about a new digital tool, and build proactive strategies to build their confidence.
• Act as the ultimate champion for the customer experience, ensuring human needs remain front and center during rapid innovation and rollouts.
• Use customer feedback, behavioral data, and human psychology to advise our Digital CX team on how our automated tools should interact with customers.
• Ensure our bots and digital pathways have the right brand voice, empathy, and pacing so customers still feel taken care of, even when they aren't speaking to a human.
• Partner closely with our Engineering, Product, and Operations teams to design human-centric journeys, lead collaborative design workshops, and drive true adoption across the board.

Qualifications

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Change Management Mastery: Deep expertise in guiding large organizations and customer bases through significant operational or digital shifts.
• Design Thinking: Proven experience facilitating high-level Design Thinking and journey-mapping workshops with cross-functional stakeholders.
• Executive Presence: The ability to confidently advise senior leaders, navigate differing opinions, and align leaders around a shared human and customer-centric vision.
• CX & Empathy: A strong understanding of human psychology, customer experience (CX) principles, and what drives customer loyalty.
• Translating Tech to Humans: The ability to look at a complex software deployment and build a simple, effective adoption strategy for the people who actually have to use it.

Skills

• Formal Change Management certifications (e.g., Prosci / ADKAR).
• Formal training or certification in Human-Centered Design or Design Thinking.
• Previous experience driving the adoption of new digital tools, chatbots, or automated workflows within a large enterprise or customer support center.
• A background in Customer Experience (CX) Strategy, Organizational Psychology, or advanced UX Strategy.

Benefits

• Health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
• Matched 401(k) savings plan.
• Up to 8 company paid holidays per year and up to 6 personal days per year.
• Paid parental leave.
• Adoption assistance and tuition assistance.
• Other incentives.

Pay

• The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $140,500.00 - $245,000.00.

Schedule

• This is a hybrid role with a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager.