The Change Management Lead spearhead's the organizational transformation required to maximize the value of the Bank's Customer Experience Platform by driving stakeholder alignment, communications, training, readiness, adoption, and benefits realization initiatives.
The role ensures successful adoption of CRM modernization, campaign hyperpersonalization, customer journey orchestration, and customer-centric ways of working, resulting in improved customer experiences, operational efficiency, and sustainable business growth.
Responsibilities
- Support adoption of hyperpersonalized campaigns within the Customer Experience Platform.
- Implement, test, and optimize multi-channel customer journeys with cross-functional teams.
- Enable experimentation initiatives, including A/B tests, pilots, and proof-of-concepts.
- Drive business readiness through onboarding, training, and stakeholder support.
- Monitor campaign performance, adoption, engagement, and conversion metrics.
- Develop reports, dashboards, and insights to support data-driven decisions.
- Promote continuous improvement by documenting best practices and scalable solutions.
Qualifications
- Bachelor's degree in Business Administration, Management, Organizational Development, Industrial Engineering, Psychology, Communications, Human Resources, Marketing, or related field
- 5-10 years experience in Project or Program Management
- Proven track record in Change Management and Organizational Transformation
- 5 years in Customer Experience, CRM, Digital Transformation, Process Improvement or Organizational Development
- 3 years in leadership and team management preferrably in Banking, Financial Services, Martech, CRM Platforms, Customer Journey Orchestration, Marketing Technology
- Familiarity with Hyperpersonalization Strategies, Customer Journey Orchestration, and Customer Lifecycle Management
- Creative thinker, analytical, and can use data in making recommendations and decisions
- Strong interpersonal and collaboration skills to work cross-functionally
- Excellent verbal and written communication skills
- Ability to work independently and thrive in a dynamic team environment
- Sharp attention to detail and ability to spot optimization opportunities
- Innovative mindset with the ability to think creatively and problem-solve
- Open to new learning and doing things differently
