- We are hiring a Change Management Manager to support end-to-end change management for a new transformation project from discovery through planning and execution for a top tier financial firm, with the objective of helping clients, advisors, and internal teams transition confidently to the new app with minimal disruption and strong adoption.
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Key Responsibilities
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Lead end-to-end change management from discovery through planning, execution, and post-launch hypercare to drive confident adoption of the new customer platform.
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Conduct change impact assessments across customer journeys, stakeholders, channels, and assets.
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Coordinate closely with cross-functional teams (Business, IT, Distribution, Customer Service, Marketing, L&H, and W&P) to align on change activities.
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Develop and manage change readiness deliverables including FAQs, guidebooks, training materials, rollout plans, and communication packs.
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Drive client and channel communications throughout the launch lifecycle (pre-launch, pilot, launch, and post-launch) via eDM, SMS, push notifications, and other channels.
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Plan and execute internal and frontline enablement activities such as train-the-trainer sessions, webinars, agency training, and advisor briefings.
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Coordinate updates to all impacted collaterals and channel materials (client letters, leaflets, website content, guides, etc.).
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Support pilot and launch readiness, including onboarding, incident management, and launch-day support.
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Monitor post-launch adoption, gather feedback, and drive continuous improvement through hypercare and ongoing education.
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