Change Management & Insights Lead

Capital Group; Charlotte (NC); On-site; USD 137,000 - 219,000; Full time

Benefits offered by this job

Time off & health benefits

Matching gifts program

Professional development resources

Job summary

Capital Group seeks a Change Management & Insights Lead to measure real behavior change across the firm, partnering with AI teams. You’ll turn signals from surveys and usage data into honest reads on progress, informing messaging and experience work for senior leaders.

You will design studies, synthesize findings, and tell trusted stories that influence decisions while collaborating across product, analytics, and platform teams. This role emphasizes judgment and internal impact.

Qualifications

• You are a researcher at heart with UX/design/user research background.
• You design studies, conduct interviews, and synthesize findings.
• You present insights clearly to leaders to drive decisions.

Responsibilities

• Design and run measurement of real behavior change across the firm.
• Treat measurement as a product and know its users and decisions.
• Combine qualitative and quantitative data to reveal trends.
• Own the listening system roadmap: what to build or retire next.
• Define what AI leadership looks like and track related behaviors.
• Use interviews, observations, and journey mapping to uncover stories.
• Collaborate with Enterprise AI product, analytics, and platform teams.
• Translate data into actionable guidance for campaigns and messaging.
• Ship early, get feedback, then improve with AI-assisted analysis.

Skills

UX Research

Data Analysis

Qualitative Research

Survey Design

Dashboards

Tools

AI tools

Dashboards

Job description

"I can be myself at work."

You are more than a job title. We want you to feel comfortable doing great work and bringing your best, authentic self to everything you do. We value your talents, traditions, and uniqueness-and we're committed to fostering a strong sense of belonging in a respectful workplace.

We intentionally seek diverse perspectives, experiences, and backgrounds, investing in a culture designed to celebrate differences. We believe that belonging leads to better outcomes and a stronger community of associates united by our mission. At Capital, we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long-Term Thinking, and Community.

"I can influence my income."

You want to feel recognized at work. Your performance will be reviewed annually, and your compensation will be designed to motivate and reward the value that you provide. You'll receive a competitive salary, bonuses and benefits. Your company-funded retirement contribution will factor in salary and variable pay, including bonuses.

"I can lead a full life."

You bring unique goals and interests to your job and your life. Whether you're raising a family, you're passionate about where you volunteer, or you want to explore different career paths, we'll give you the resources that can set you up for success.

• Enjoy generous time-away and health benefits from day one, with the opportunity for flexible work options
• Receive 2-for-1 matching gifts for your charitable contributions and the opportunity to secure annual grants for the organizations you love
• Access on-demand professional development resources that allow you to hone existing skills and learn new ones

"I can succeed as a Change Management & Insights Lead at Capital Group."

We're asking Capital to change how we work, right now around AI and data, and next around whatever comes after. The question is always the same: are we actually evolving the way we intended to, and how do we know? This role leads our measurement operation, bringing together metrics, analytics, and research to turn signals about associate and leader behavior into an honest read on what's changing, where progress is stalled, and why. Those insights inform our messaging, storytelling, and experience work, and give senior leaders what they need to accelerate. This is a thinking job, not a reporting job.

What you'll do

• Design and run how we measure real behavior change across the firm, in partnership with the Enterprise AI Change team. You own pulling it together, keeping it alive, and making it sharper over time.
• Treat measurement as a product, not a report. Know who uses it (leaders, the Enterprise AI Change team, product owners), what decisions they're trying to make, and build what helps them decide.
• Strengthen our listening system by combining qualitative and quantitative research, drawing on signals we already have, including Voice @ Capital survey data as a read on how associates feel and how they're shifting, and bringing in new signals where we have gaps.
• Own the roadmap for our listening system: which signals to build next, which to retire, and why.
• Figure out how we measure leader behavior specifically. In partnership with BKSP, define what good AI leadership looks like in practice and build meaningful ways to track the leader behaviors that influence adoption and culture change.
• Use user research methods (interviews, observation, journey mapping, and quick tests) to uncover the real story behind the numbers, build trusted relationships with associates and leaders along the way, and translate findings into recommendations people can act on.
• Partner with the Enterprise AI product, analytics, and platform teams to connect communication, sentiment, and usage data into one view of adoption.
• Stay curious about how the outside world measures this. Good outside thinking separates activity from real change: logins, licenses, and training completions tell us people have access, not that they work differently now. Bring in useful approaches from other companies and researchers and adapt what fits Capital.
• Turn data into clear stories and guidance that shape campaigns, sharpen message development, and help leaders make confident decisions.
• Start small and ship early. Get a first read in front of leaders quickly, then improve it based on what they actually use.
• Scale yourself with AI, not with headcount. This role does not flex through contractors, because the value is internal judgment, trust, and institutional read, which cannot be outsourced. Use AI tooling aggressively to expand what one person can cover: synthesizing qualitative comments at volume, spotting patterns across surveys and usage data, and drafting first-cut analysis so your time goes to interpretation and to the conversations that surface what the numbers miss.

"I am the person Capital Group is looking for."

• You understand Capital deeply. You know how this place really works. You can't do this role well from the outside.
• You're a researcher at heart. You come from UX, design, or user research, or you work like someone who does. You're genuinely interested in why people change, and you know the difference between tracking activity and tracking real behavior.
• You research at AI speed. You use AI tools to plan studies, synthesize interviews, and spot patterns fast, so one person can cover what used to take a research team.
• You bring product thinking to insight. You start with the decision someone has to make and work backward to the data.
• You can tell the story. You make what you find land with a leader who has five minutes.
• You're comfortable with the tech and the numbers. You work with usage data, survey data, and dashboards confidently, and you understand enough about the AI tools to know what the data is really telling you. Not the deepest data scientist in the building, but not afraid of any of it.
• People open up to you. You interview well and build trust fast. They tell you the thing they would never put in a survey.
• You handle sensitive information well. You evaluate and address privacy and confidentiality concerns thoughtfully when working across departments. You never just hand over data. You tell us what it means.

How this role works with the rest of the team

This role sits alongside two Change Activation Lead roles, one focused on content and one on creative. Measurement tells them what is landing and what is not; they tell you what is being tried. The partnership is what keeps the work honest: a story that earns attention is not the same as a story that changes what someone does at their desk on Tuesday, and this role is how we tell the difference.

Where you'll focus first

AI and DxP, our two biggest changes right now. The role is enterprise wide, so over time you'll help us read behavior change wherever we're asking Capital to work differently.

"I can apply in less than 4 minutes."

"I can learn more about Capital Group."

At Capital Group, the success of the people who invest with us depends on the people in whom we invest. That's why we offer a culture, compensation and opportunities that empower our associates to build successful and prosperous careers. Through nine decades, our goal has been to improve people's lives through successful investing. We know that our history is a testament to the strength of the people we hire. More than 9,000 associates in 30+ offices around the world help our clients and each other grow and thrive every day. Find us on LinkedIn, Instagram, YouTube and Glassdoor.

Charlotte Base Salary Range: $136,749-$218,798Los Angeles Base Salary Range: $159,354-$254,966

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.