Human Centred Change Lead

**Job Category**:Customer Success Group

**Job Details**:**Human Centered Change EMEA Senior Lead/Lead Role**

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

The Professional Services Human Centered Change team, part of our Experience Design team, is a group of passionate consultants who create and implement change strategies through a human centered approach, enabling our customers to get the most out of our platform. We take a design-led and empathetic approach to creating achievable strategies to keep users at the heart of everything we do. We work across all industries to help customers unleash the full power of Salesforce through a human-centric approach to change management.

Our work environment appeals to self-motivated, flexible teammates that have great interpersonal skills and lots of curiosity. We believe in peer relationships rather than hierarchies; in teams rather than lone problem solvers. Salesforce is all about an open collaborative approach and we think it is the key enabler for us to deliver innovative, ground-breaking work.

As part of Salesforce Professional Services, our consultants have a strategic attitude including understanding our customers’ business objectives and the challenges they face in achieving the change required to truly transform. We partner with colleagues to enable a cross functional team to ensure valuable customer outcomes. Successfully engaging with our customers requires both a willingness to travel when required and an understanding of the value of working on site.

**The Role**

**You will**:

- Build and complete comprehensive change strategies for complex transformation initiatives, and/or have deep expertise in Enablement Strategies and Management, Education approaches, and Project Delivery
- Integrate human-centered service design and the science of behavior change methods and enablement planning
- Facilitate cross-functional partnerships to design and launch new ways of working
- Manage the Change team on customer engagements
- Assist with Pre-Sales as needed
- Drive cross-functional customer alignment, engagement and agreement
- Scale new ways of working and practices focused on human-centered change
- Conduct impact and barrier analyses, maturity level assessments via customer interviews and review existing processes to identify problems and gaps
- Support detailed change management activities including needs analysis, assessment of change readiness, communications and guiding training teams to ensure an integrated approach
- Engage closely with program management teams and key initiatives to ensure change leadership behavior modeling, change vision and narrative, change enablement activities, and change strategies are integrated to delivery and execution
- Integrate Design Thinking methodology, outcomes and vision into the Human Centered Change roadmap
- Support and engage customer senior leaders, coach managers and supervisors on Human Centered Change standard methodologies and articulate the value of change strategies
- Demonstrate repeatable change methodologies for customer self sustainment

**Preferred Qualifications & Skills**:

- Knowledge of general change management principles, methodologies and tools
- History of leading Business Value, Design Thinking or “Human Centered Change” relevant workstreams
- Significant industry experience (minimum) in a customer facing role
- Ability to clearly articulate Human Centered Change value to all levels of customers
- Passionate and enthusiastic about delivering Human Centered Change
- Experience with large scale transformation engagements
- Proactive, self-sufficient and professional, with strong organizational, time management and communication skills
- Creative problem-solver with the ability to work with a blank slate and inspire others
- Experience pivoting and navigating dynamic and changing situations
- Excellent communication skills both verbal and written
- Proven track record of building client relationships
- Willingness to travel up to 50% of the time
- Experience working across a variety of industries (Financial Services, Healthcare & Life Sciences, Retail, Media & Tech, etc)
- Prosci Certification
- Salesforce Admin Certification

**Accommodations

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