Business Project Advisor – Customer Experience Change Management

Job Description:

• Partner closely with the CX Activation Senior Manager to drive sustained CX behavior change across leaders, teams, and matrixed functions.
• Activate enterprise customer experience (CX) commitments by translating strategy and executive direction into clear expectations leaders can act on.
• Identify adoption risks early across leadership levels and functions, and design targeted interventions that maintain momentum and credibility.
• Partner with and influence matrix partners of change levers —communications, leader enablement, training, and reinforcement—to embed CX behaviors beyond initial rollout.
• Develop executive-ready change narratives, frameworks, and cascades that support decision-making, accountability, and alignment.
• Monitor adoption progress and proof points, surfacing insights that guide leadership actions, adjustments, and prioritization.
• Design and sustain education and reinforcement approaches that build shared understanding of CX actions, metrics, and expectations.
• Collaborate across the CX Activation team and the Lead to One Experience team to ensure change efforts are aligned, cohesive, and enterprise-ready.

Requirements:

• Minimum 6 years of experience leading or supporting enterprise-wide change initiatives in complex, matrixed environments.
• Demonstrated ability to drive sustained behavior change beyond initial launch or communication.
• Experience translating strategy into practical guidance leaders and teams can apply.
• Strong judgment and comfort navigating ambiguity, adoption risk, and enterprise-level change.
• Proven ability to influence, enable leaders, and partner effectively across functions.
• Bachelor’s degree in business, organizational change, communications, or a related field (preferred).
• Experience supporting customer experience, transformation, or enterprise activation efforts (preferred).
• Familiarity with executive operating rhythms, leadership cascades, or large-scale change programs (preferred).
• Experience partnering with communications, analytics, or learning teams to reinforce change (preferred).

Benefits:

• medical
• vision
• dental
• well-being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• a minimum of 18 days of paid time off per year
• paid holidays

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