Change Management SME

ECS; Arlington (VA); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid work environment

Equal opportunity employer

Job summary

ECS is seeking a Change Management SME to lead a human-centered change-management and CX capability for a National Security client in Arlington, VA. The role supports a hybrid office setup with routine remote work.

You will oversee a team of change strategists and HCD practitioners, craft journey maps and playbooks, and drive adoption through structured communications and stakeholder engagement.

Qualifications

• 10+ years in Change Management, CX, or HCD with multi-disciplinary leadership.
• Active Top Secret Clearance required.
• Experience in portfolio-level CX roadmaps and HCD baseline assessments.

Responsibilities

• Lead a multi-disciplinary team of change strategists and HCD practitioners.
• Develop portfolio-level CX roadmaps and HCD baselines.
• Guide user research and translate findings into adoption strategies.
• Coordinate cross-agency communications and handoffs between design and engineering.

Skills

Change Management

Customer Experience (CX)

Human-Centered Design (HCD)

Team Leadership

Stakeholder Engagement

Communications

User Research

HCD Artifacts

Job description

Job Description

ECS is seeking a Change Management SME to work in our Arlington, VA (Hybrid) office. This position is contingent upon contract award.

ECS is seeking a Change Management SME to lead a human-centered change management and customer experience (CX) capability in support of our National Security client. The scope of the program includes developing portfolio-level CX roadmaps, establishing Human-Centered Design (HCD) capability baselines, conducting qualitative and quantitative user research, and driving enterprise-wide change-management planning and communications across a diverse portfolio of programs. This position is located in Ballston, VA (Arlington) with the option for routine remote work. In this role, you will lead a specialized team of change strategists and HCD practitioners driving organizational adoption and user-centric service delivery.

We are seeking an accomplished, dynamic, and creative leader with extensive experience blending formal change management methodologies with Human-Centered Design principles in complex government environments. The role requires strong team leadership and client management skills to establish evidence-based decision criteria, facilitate participatory co-design sessions, and ensure structured handoffs between design and engineering teams. Your ability to craft comprehensive journey maps, service blueprints, playbooks, and strategic communications will be critical to establishing trusted partnerships and driving successful program transformation.

Salary Range

General Description of Benefits

Required Skills

• 10+ years of progressive experience in Change Management, Customer Experience (CX), or Human-Centered Design (HCD), including experience leading multi-disciplinary teams.
• Active Top Secret Clearance.
• Proven expertise in change-management planning, stakeholder engagement, organizational readiness, and strategic communications.
• Strong track record establishing portfolio-level CX roadmaps, HCD capability baseline assessments, and periodic progress evaluations.
• Hands‑on experience directing customer/user research methodologies, including ethnographic interviews, usability testing, heuristic evaluations, tree‑testing/card‑sorting, focus groups, and surveys.
• Proficiency in establishing evidence-based decision criteria, feature prioritization, and portfolio-wide design standards and frameworks.
• Demonstrated success facilitating co‑design and participatory design sessions with stakeholders, product teams, and end-users.
• Deep expertise creating core HCD artifacts, including journey maps, service blueprints, personas, playbooks, templates, and Standard Operating Procedures (SOPs).

Desired Skills

• Certified Change Management Professional (CCMP), Prosci Certification, or specialized HCD/UX certifications (e.g., Nielsen Norman Group, LUMA Institute).
• Experience executing structured engineering handoffs to ensure user research findings directly inform technical development pipelines.
• Experience managing CX and Change Management initiatives for DHS or Federal National Security customers.
• Demonstrated ability to translate complex technical/operational transformations into actionable communication and adoption strategies.

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

Everforth ECS is the federal segment of Everforth, a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

We Value

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven

Meet the challenge. Make a difference with Everforth ECS!