Job Description

Help create delightful, seamless, frictionless and simple employee experiences by turning insights into practical change that lasts. Partner strategically and proactively across teams to enable successful HR product launches, drive adoption and support lasting behavior change. Build meaningful relationships, bring curiosity to all stakeholder engagements and grow your change delivery skills while making work better for all employees.

As a Customer Success Associate in the Employee Experience Change team, you help bring the voice of the customer, curiosity, strategic thinking, cross-organizational connections and change expertise to this work. We collaborate strategically and proactively with partners across Function, Product, Marketing and Communications to bring functional strategies and product experiences to life through innovative, fit-for-purpose solutions that deliver tangible value for employees and the firm.

Our team owns the creation and maintenance of relationships and forums that enable us to deeply champion the voice of our customers, inform functional strategies, and understand the product experience. We use these insights to recommend fit-for-purpose go-to-market (GTM) and change strategies that drive successful adoption and lasting behavior change.

Your focus will flex across the Performance and Learning product areas. You'll partner with operations teams, Learning product partners and functional stakeholders to understand employee needs, anticipate change impacts and support connected experiences. As a trusted change partner, you help teams navigate change and develop and own change plans that put employees first. You lead well-defined, scoped initiatives, provide practical guidance on partner-owned plans and support execution on larger global initiatives.

Job responsibilities

• Leads end-to-end change delivery for well-defined, scoped initiatives and supports HR product launch and adoption activities that make Performance and Learning products and services easier for employees to understand and use, supporting lasting behavior change.

• Builds and maintains partner relationships and supports forums that surface employee needs and feedback, deepen understanding of the product experience and provide insights to inform functional strategies and fit-for-purpose GTM and change strategy recommendations.

• Tracks and analyzes key metrics and employee feedback to assess adoption, employee experience and progress toward intended behavior changes, sharing insights to inform future improvements.

• Provides hands-on input and practical guidance to Product, Function, Marketing and Communications partners, escalating strategic questions and higher-complexity decisions to senior change leads.

• Supports execution and coordination for large, global initiatives. Activities include building and managing project plans and change calendars, coordinating stakeholder sessions, drafting communications and toolkits, capturing change impacts and dependencies, supporting training logistics, building and maintaining change assets such as stakeholder maps, basic impact assessments, communications plans, readiness checklists and FAQs.

• Brings curiosity and the voice of the customer to change delivery by identifying recurring questions, employee pain points and risks, and proposing improvements to content, engagement and enablement materials.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in change management or a relevant domain area, such as change delivery, product adoption or employee learning and development

• Strong verbal and written communication skills to engage partners and translate product changes into clear, practical communications and enablement materials

• Comfortable using technology with a willingness to learn new technological skills, programs and tools

• Demonstrated analytical skills and critical thinking, with curiosity to understand employee needs, connect insights across teams and recommend practical improvements

Preferred qualifications, capabilities, and skills

• Prosci Certified or General Change Management Certified preferred