• Lead the development and execution of enterprise-wide customer experience change initiatives. • Partner with cross-functional teams to align change efforts with business goals and strategic priorities. • Serve as a trusted advisor to business leaders on change readiness, stakeholder engagement, and communication planning. • Design and execute engagement strategies to increase adoption of our Enterprise Customer Experience & Insights strategies, initiatives, and innovative technologies. • Implement systems to ensure that business goals, analytic findings, and proposed solutions are defined in objective terms that clearly state the nature of the opportunities and their value to customer solutions. • Adjust existing change management processes, tools, and skillsets to ensure the optimal usage of existing capabilities, developing new tactics as needed. • Support internal communication plans to drive awareness and engagement with our customer experience strategy. • Conduct training needs assessments to identify performance gaps, learning objectives, and audience requirements. • Design and develop instructional design plans that outline learning strategies, delivery formats, and evaluation methods tailored to business needs. • Create a variety of change management deliverables including: Self-paced learning modules, Facilitator-led workshops, How-to guides and FAQs. • Produce, edit, and deliver video content for internal campaigns, training, and storytelling. • Collaborate with creative and communications teams to ensure video and visual assets align with learning objectives. • Design visual assets for presentations, FAQs, and internal communications.