Global Change Management Leader, Customer Experience CoE

Global Change Management Leader, Customer Experience CoE

Travel: Minimal travel as required for training, workshops, and project meetings

Job Type: Permanent, 4 days in the office – 1 day flexible

As a Global Change Management Leader, Customer Experience CoE
, you lead enterprise‑wide transformation efforts across Customer Experience (CX) and Order‑to‑Cash (OTC). You drive adoption of new operating models, technologies and processes, ensuring sustainable change across a global, matrixed organization.

• Develop and execute a global change management strategy supporting CX and OTC transformation initiatives, including technology, process and organizational changes.
• Facilitate change impact assessments, stakeholder analyses and organizational readiness evaluations to align teams and mitigate risks.
• Design and implement standardized change frameworks, including communication, training, sponsorship and reinforcement strategies.
• Partner with program and project leaders to deliver effective communication campaigns and enterprise‑wide training initiatives.
• Drive adoption of new processes, technologies and ways of working, fostering engagement and alignment across the organization.
• Establish governance structures and track key performance indicators (KPIs) to monitor adoption, manage resistance and ensure sustained value realization.
• Lead post‑implementation reviews, capture lessons learned and continuously improve change methodologies.
• Advise senior leaders and stakeholders on change management best practices to strengthen sponsorship and engagement.

• Bachelor’s degree in Business, Organizational Development, Change Management or a related field.
• 10+ years of progressive experience in enterprise change management, transformation or organizational development within global organizations.
• Proven experience leading end‑to‑end change initiatives across large‑scale, multi‑year transformation programs.
• Expertise in change management methodologies (e.g., Prosci/ADKAR, Kotter, McKinsey Influence Model) and their practical application.
• Strong strategic thinking with the ability to influence stakeholders at all organizational levels.
• Excellent communication, facilitation and stakeholder engagement skills.
• Advanced program management, problem‑solving and risk assessment capabilities.
• Experience designing and delivering training, communication and engagement strategies at scale.

• Advanced degree in a relevant field.
• Professional certification such as Prosci, Certified Change Management Professional (CCMP) or Project Management Professional (PMP).
• Experience in chemical, manufacturing or supply chain industries.
• Familiarity with enterprise platforms such as SAP, Customer Relationship Management (CRM) and workflow automation tools.

• Use of computers and digital collaboration tools in a hybrid work environment.
• Participation in virtual and in‑person workshops, training sessions and meetings.
• Engagement with global teams across multiple time zones.
• Adherence to company safety, compliance and ergonomic standards.

• Work in a respected, industry‑leading multinational company within Berkshire Hathaway.
• A culture of accountability, empowerment, inclusion and diversity.
• Competitive compensation and benefits package.
• Opportunities for professional development, learning and global career mobility.
• Meaningful work contributing to sustainable and innovative solutions.