Senior Client Change Management Lead

PRESTO is an electronic transit fare payment system serving millions of customers across the Greater Toronto, Hamilton, and Ottawa areas.

This role is an in‑office position (5 days per week) based at our 20 Bay St location. Our team is highly collaborative and benefits from in‑person co‑creation, relationship‑building, and hands‑on partnership with leaders across the organization. We offer flexibility in start and end times while maintaining core business hours for shared availability across the team.

• Designs, develops, and delivers training to provide PRESTO clients the knowledge needed to operate new PRESTO devices and understand its software.
• Creates knowledge transfer materials (job aids, quick reference guides, FAQs, videos, e‑learning) to support knowledge and awareness of PRESTO changes among clients.
• Develops impact assessments and leads actionable and targeted change management plans which include knowledge transfer, communication, and training plans.
• Conducts assessments and informs the development of change strategies and plans to ensure a structured methodology and approach are applied to change management and align with overall business objectives.
• Provides PRESTO clients with the change expertise, coaching, and guidance to influence and ensure proper change management practices are considered for changes affecting clients.
• Explores change‑management, training, and communication trends, innovations, and best practices and makes recommendations to improve client change‑management processes.
• Produces and manages change communications, as per documents in the change plan, to all stakeholders and participants involved.
• Maintains PRESTO Training room facilities and equipment updated and in good functional order.

• Completion of a degree in business administration, engineering, or an equivalent combination of education, training, and experience deemed equivalent.
• Demonstrated years’ experience in leading training initiatives for technology projects with an emphasis on hardware and software solutions.
• Demonstrated understanding of organizational change issues and challenges as related to technology and business processes to influence clients and business stakeholders towards operations changes and negotiating the introduction of new concepts.
• Expertise in external consulting, facilitation, and coaching leaders at all levels; proven ability to work in a dynamic, cross‑functional team atmosphere.
• Proficiency with authoring tools (PowerPoint, MS Word, InDesign) to create visually engaging materials.
• Working knowledge of e‑learning tools (Articulate 360, Storyline) and video editing tools (Camtasia).
• Ability to understand complex information and simplify it into meaningful, business language.
• Excellent analytical, problem‑solving, and decision‑making abilities, with demonstrated written/oral communication, team leadership, and interpersonal skills.

We invite all interested individuals to apply and encourage applications from members of equity‑deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions, and sexual orientations.

Accommodation:
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We comply with the Accessibility for Ontarians with Disabilities Act and other applicable legislation. If you require accommodation during the hiring process, please contact our Recruitment team.

We are an equitable and inclusive employer.