NAM Change Enablement & Capability Lead

Schneider Electric; Cavite City; Hybrid; PHP 1,000,000 - 1,500,000; Full time

Job summary

Schneider Electric in Rosario, Cavite is seeking a Change Enablement & Capability Lead to drive workforce readiness, capability development, adoption, and continuous learning for Customer Care. You will coordinate with Operations, HR, Digital, and Training to embed changes into daily work and build future-ready skills.

The role focuses on identifying adoption barriers, mapping capability roadmaps for AI and digital tools, and delivering data-driven insights to improve outcomes.

Qualifications

• Bachelor's degree in any 4- or 5-year course.
• Willingness to work US business hours in Rosario, Cavite (hybrid).
• Background in change enablement and workforce readiness.
• Experience in capability assessment and AI/digital adoption.

Responsibilities

• Support adoption of new tools, processes, technologies, and ways of working.
• Identify readiness risks and adoption barriers.
• Partner with Operations, HR, Training, and Digital teams to embed change into daily operations.
• Assess workforce capabilities against future business needs.
• Identify skill gaps related to AI, digital tools, customer engagement, and problem solving.
• Support capability-building roadmaps and readiness plans.
• Help define future skills and competencies for Customer Care roles.
• Gather user feedback and identify opportunities to improve adoption and value realization.
• Promote effective and responsible AI usage.
• Monitor adoption, engagement, and capability indicators.
• Provide data-driven recommendations to improve adoption and workforce effectiveness.

Skills

Analytical thinking

Systems thinking

Stakeholder mgmt

Communication & facilitation

Problem solving

Customer support

Education

Bachelor's Degree (4- or 5-year)

Job description

The Change Enablement & Capability Lead helps Customer Care teams successfully adopt new ways of working, build future-ready capabilities, and maximize the value of operational, digital, and AI-driven improvements.

About the Role

This role focuses on workforce readiness, capability development, adoption, and continuous learning to help ensure changes are successfully sustained.

Responsibilities

Change Enablement & Adoption

• Support adoption of new tools, processes, technologies, and ways of working.
• Identify readiness risks and adoption barriers.
• Partner with Operations, HR, Training, and Digital teams to embed change into daily operations.

Workforce Capability & Future Readiness

• Assess workforce capabilities against future business needs.
• Identify skill gaps related to AI, digital tools, customer engagement, and problem solving.
• Support capability-building roadmaps and readiness plans.
• Help define future skills and competencies for Customer Care roles.

AI & Digital Adoption

• Support adoption of Smart Agent AI, Copilot, and other digital solutions.
• Assess workforce readiness and confidence in utilizing AI-enabled tools.
• Gather user feedback and identify opportunities to improve adoption and value realization.
• Promote effective and responsible AI usage.

Adoption Insights & Effectiveness

• Monitor adoption, engagement, and capability indicators.
• Identify risks that may impact expected business outcomes.
• Provide data-driven recommendations to improve adoption and workforce effectiveness.
• Track and communicate adoption progress and readiness trends.

Workforce Insights & Continuous Learning

• Establish feedback loops between frontline teams, Operations, CI, Digital, and HR.
• Capture employee insights on adoption challenges and capability needs.
• Translate insights into actionable recommendations.
• Facilitate lessons learned and post-implementation reviews.

Qualifications

• Must possess a Bachelor's Degree in any 4 or 5-year course/major
• Willingness to work during US Business Hours on a hybrid work setup in Rosario, Cavite.
• Background in change enablement and workforce readiness
• Experience in capability assessment and development, AI and digital adoption

Required Skills

• Strong analytical and systems-thinking skills
• Stakeholder management and influence without authority
• Communication, facilitation, and problem solving
• Experience in customer support, service operations, or workforce enablement